My money has disappeared and I can't get it back

I arranged for debit orders on my account and they have been successfully debited from my bank account for two months, when I go to the branch to make a payment, I was told that the debit orders did not go through, so I gave them my bank statement to prove that they went off. They said they Will get back to me with feedback and refund my money but they've been quiet for a week. When I call them they act as if they are assisting me but after the call there's no further communication. When I went to the branch in Secunda, I was told that the staff members who can help me have stepped out of the store. I am disappointed at the service I have received and I want to know what happened to my money, I want it back. The service is very poor and I feel like they are not taking me seriously as a customer.