The worst service ever

I requested a refund the 30/12/23 from African bank, the money they took out of my bank account wasn't theirs as I paid on the 14/12/23 but yet they still went and took the money I've been calling, sending emails, but no response from any of them to tell how far the process is it's over 72hrs already but here I am with no1 being in contact with me regarding the situation. I never knew African banks service can be this bad and poor at 1st they were perfect but now their consultants have attitude they all give u different stories but they went through the same training same department whatsoever. Rebecca, Sizwe and their supervisor Sophia never called me back once regarding how far my query is. I'm very disappointed and disgusted by African banks consultants and their supervisors.