Poor service and resolution

On the 10/01/2020 I phoned in with a query as a double budget purchase was allocated on transfer to Discovery Bank. For 6 months I paid double installments and incurred double interest. The banking consultant informed it would take 3 to 5 days to resolve. 9 days later on the 19/01/2020 I still had no response and called again and was informed that they were waiting feedback from the relevant department investigating my query and that on the 15/01/2020 an email was sent requesting feedback. Today a full 18 days later there is no resolution other than I have a zero balance on my budget facility. Nevermind that I had paid double installments and interest which has not been dealt with. The banking consultant today is now logging another query. This service around this query is absolutely shocking. Discovery Banking does not even have the courtesy to give me feedback and all I am hearing is a lot of excuses. This is my second poor experience with Disvovery in the last 6 months. I still have no clarity on when I will get feedback on how the matter will be corrected let alone speedily.