COMPLAINT STILL UNRESOLVED

Following my initial complaint I was provided with feedback that indeed an error was made in capturing my details as I was logged under 2 profiles and the incorrect profile would be deleted and the funds refunded. I then received a ref no confirming this which is 688293. I received a call advising that it is indeed being handled and confirmation of the resolution would be provided and received a ref no again 688561. I then followed up yesterday and was told the matter is still under investigation, clearly implying the bank has no intention of fixing this technical error nor refunding the amount. It is the second incident where I've been charged and it's extremely exhausting! I'm extremely disappointed by the manner in which my query has been hanled.