REFUND OVER DEDUCTED ACCOUNT

Its over 3 months now that African bank owes me a refund for over deducting my account. First they told me i must go with my document to branch and they will do they refund. i went to the field street branch they processed all document but nothing was done. i called the call centre. Spoke to Gladis, she advised me to scan my documents and email to them. i did that.Then Thabang Maponya emailed advising me to send a bank stamped statement. i did that and its now the 3 week i am still waiting for response from them. i emailed thabang maponya and sadly no response. This is absolutely not fair.