Disappointed in the level of service

On 21/04 I accidentally made a payment to sacpcmp for the incorrect amount and then requested the bank to assist but they failed due to the business having other requirements. I expect the bank to fully assist in such cases because we have our salaries paid into the banks accounts and it's because we choose the bank we would like to you use because of the benefits and bank charges but when it comes to problems the bank cannot assist. I need help with getting my money reversed because the companies has received all the required documents but still does not assist, answer emails or calls.