Poor service

On 3rd September I made a payment reversal at the branch the very same day. Payment was made to Tymebank. I reversed it because I had an issue with the payee. I was told it would take 7-14 days. I went back to another branch at Maponya Mall on the 15th day (25th Sept) to query the non reflection of funds. The consultant said the reversal was still active but it would reflect in two days (27th Sept) in my account because the consultant at Protea Gardens Mall didn't allow the two days period before the reversal could take effect. On Tuesday I went back to Protea Gardens branch to check what was happening since nothing was reflecting in my account. The consultant escalated my complaint via email since there were no updates since my reversal was logged, and promised call me the next day for feedback but till this day not a word from her.