3 weeks no refund

My branch is Alberton2 and I previously had excellent service from Atlas when they were correcting a wrong debit. I received my refund within a day and in a method convenient for me. So we know there is potential for excellence. Now I have another wrong debit and it appears the branch has done its part but it seems to be a struggle for someone else to approve the correct refund its been 3 weeks of back and forth. Can a senior staff member at head office please take over like they did last time and give me that swift service again please.