UTTERLY USELESS AND ***********

I APP**** FOR A REFUND OF MONEY DUE TO ME. IN DECEMBER 2015 I PHONED AND CHECKED WITH CUSTOMER SERVICES AND WAS ASSURED THAT THE AMOUNT WHICH WAS PAID TO AFRICAN BANK IN ERROR WOULD BE REFUNDED TO ME ONCE IT REFLECTED IN THEIR ACCOUNT. ON 18 JANUARY 2016, AFRICAN BANK INFORMS ME THAT THEY HAVE RECEIVED THE PAYMENT AND MY ACCOUNT HAS A CREDIT BALANCE. IN ORDER TO FOR A REFUND, I MUST FORWARD A BANK STAMPED STATEMENT TO THEM. I DO THIS AND GET AN SMS WITH A REFERENCE NUMBER STATING THAT THE MATTER WILL BE RESOLVED BY 27 JANUARY 2016. I PHONE TODAY, ONLY TO BE TOLD THAT THE MONEY WILL BE PAID BACK TO A THIRD PARTY WHO MADE THE PAYMENT ON MY BEHALF. IF THIS IS THEIR STANDARD POLICY AS IT WAS EXPLAINED TO ME, WHY WAS THE MONEY NOT REFUNDED TO THE THIRD PARTY ON THE 18 OF JANUARY 2016 WHEN THEY RECEIVED IT? WHY WAS I TOLD TO SEND COPIES OF MY BANK STATEMENT. WHY KEEP MONEY FOR 10 DAYS WHICH IS NOT DUE TO THEM? IF I HAD NOT QUERIED THE CREDIT BALANCE, WOULD THEY JUST HAVE KEPT THE MONEY AND WHY DO 5 DIFFERENT CONSULTANTS GIVE ME 5 DIFFERENT STORIES. THE STAFF HAVE NO IDEA WHAT THEY ARE DOING. EACH PERSON GIVES YOU DIFFERENT ADVICE BUT YOUR PROBLEM DOES NOT GET RESOLVED.