Unhappy client and ***** department couldn't even assist I'm not mentioning client care

I sent money to someone with intentions to rent her space but something happened I couldn't continue with the deal and didn't even sign the agreement I then requested that she refund my deposit. She kept taking me back and forth and then I called for a recall and it was unsuccessful but the I opened a ***** case. She called me on Saturday confirming that she'll pay me on Monday however the money was already on hold She went to the nearest branch on Monday but couldn't do the transfer as the funds were on hold. I was then asked to send and affidavit stating that she agreed to pay me, I went to the police station wrote the affidavit but still no one knew what I'm supposed to do with it and should I send it am I going to get my money back or not?

The whole day I called stating from ***** department to client care this other agent from client care said he doesn't know what I should do. I am so disappointed my question is why can't they call the receipt and find out from her then transfer the funds to my account CASE CLOSED but now I feel like they taking me back and forth for nothing. I am honestly not happy AT ALL