Bad customer service

Still no refund after two weeks. Account was debited again without explanation. Received only a Ref:- ********** One phone call and no follow up. Nobody of the loan department has still called me to make arrangements. All they going to say is "SORRY MR DEDERICKS FOR THE INCONVENIENCE" I am going to close my account and take my business elsewhere. The slogan says "FIRST NATIONAL BANK HOW CAN WE HELP YOU" But they haven't helped me at all,so I am going to change banks. After all this when they do eventually help,I will be told it takes 24 to 48 working hours before the money can be refunded and that will be another week.