No response on money that needs to be paid back

There was money taken from my day to day that was not suppose to be deducted from there. I spoke to Charlene and she said that it will be sorted out within the 1st week of May 2018 and still nothing. I have been in contact with you ever since last week and still no response. Very quickly at taking my money but when it comes to rectifying the mistake nothing happens. I need feedback today still regarding this matter. I please need someone to call me today still to get this sorted out or I will cancel my medical aid and go to another provided who can help a customer and get feed back on a daily basis.