Complaint for a promised call back.

I went into Capitec Boksburg brunch and asked to recall a payment from Standard Bank that I've paid into my dad's old account, they charged me R160 recall fee, before they even recalled the money from the other bank. I called Capitec yesterday morning after my 14 days wait and the agent tells me the recall was unsuccessful and I won't even get my R160 back. I asked to speak to a manager I was kept on hold for 15 no manager and promised a call back at 5pm yesterday. Still no call back till date.