***** Refund Not handled correctly

I had a ***** case which was reported to the bank at the branch in Woodmead. They told me I had to wait 21 days for the necessary actions to be taken in order for me to get refunded. After 21 days I was told that I was misinformed at branch level, and I needed to obtain an affidavit for the case, which was then done and sent through. I have been waiting 2 months with no feedback besides the generic response when I follow up constantly with them. Enough is enough. You call this service? Thats how you loose clients