Banking NOT made "easy"

You encourage online shopping, as you claim to make it easier for us. But getting your assistance is never easy should we have a problem with an online purchase. All I am requesting is a proof of payment or either reverse my money. Can it be that difficult? I requested your assistance on the 29th of October and I was told that I'll be assisted in the next 7-14 working days, it's now almost a month and I'm not getting a word from you. I've called twice already to find out what is happening but I get told they'll escalate and send to the relevant department and they'll get back to me. But till today no word, can't be spending so much airtime to call but still not get assisted. All I am asking is a proof of payment or reverse the payment, PLEASE!