Refund african bank

I had a very bad experience with the bank helping resolve my issue with online purchase I made to get refund back from the bank from the 1st of November till to date nothing had took place they take me killer to post and they sometime don't take my calls or put me on hold I have been told to wait 48hr the come that day I am told again to wait 72hr then come that day again I am told it I'll take 30day for matter to be resolve they have to escalate it to finance department at this point I want cancel my account with them and some else as their service is very poor and the online app is not user friendly they really inconvience me as they promised to refund me on 19/11/2025 nothing has happened