Unprofessional

I spoke to Doreen on the 25th of November 2020 regarding a duplicate payment that went of the African Bank app. She advised that she would get back to me with 48 hours and confirmed twice on the call that she would get back to me with feedback or an update on the 27th of November 2020. I have made a follow up call regarding my complaint and was told that it has been escalated to a line manager. I am disapointed on how African bank is handling my complaint. Can someone provide me with feedback and explaination as to how funds went off twice on my account and I would like that feedback as in yesterday as promised by Doreen.