********** on my account

Good Day, <br> I have been expecting a call from the customer services, i had money out my account on the 03 Jan 2015. I had immediately reported this via telephone and went into the branch. I have not had any problems with the service from the staff or customer service at all. They had been very helpful and supportive. I received a message with my reference number on the 06/01 saying i will be contact in 11 working days. I am still waiting for the call? No one has contacted me and i would like to know what is happening and when my money will be refunded as well will the costs incurred from the fees be paid back into my account.