Pathetic service from capitec bank

Poor service from capitec bank It just keeps on continuing.... I have given two reports on how poor the service of capitec bank has been and yesterday I received a call from their complaints dept and I was promised that the moneys that was deducted from my account after I made arrangements with them will be reversed back into my account. This call I received round about 3 in the afternoon... up till now no moneys were paid into my account . So to me the whole of capitec bank from the consultants in the bank to the consultants working in their complaints dept is full of empty promises... how does a bank operate like this? Please advise Peter?