Unhappy with how my matter is handled after an entire 30 days

I had an incident of R899 debited on my account in october and two R89 rands the consecutive months. I went to the branch to dispute that. My card was changed and the matter was escalated. I was advised il have a response within 14 days or anything up to 30 days. I called the call centre on the 14 day mark and was told it is still under investigation. I decided to wait the full 30 days, now i am using my airtime to call the bank and be put on hold while they are looking to see what is the matter. I have literrally just come off the phone now and was told i have to wait for the person who was handling the matter to come back to me, even if she is on leave. I can only be called by that 1 person. This for me is unacceptable and i was advised an sms was sent to me on the 28th,yet i have no communication on my phone. R899 and two R89 rands,that amounts to R1077 i cannot be without. I am tired of calling the bank with my minutes and to get responses like that. I need this sorted.