Disgusting service

I logged a query in April when money was taken out of my account all this was done at the midrand Carlwalk branch they told me they called the person and advised my money will be transferred later in the week that was not done the agent at the branch called me once or twice to ask if I received the cash I advised no and he advised he'll escalate and call me back that has not been done and we are already in the month of June this has not been resolved and finalized did they even understand when I told the j needed to use that money i dont think so the service I have received was more that just disgusting may someone assist me in this matter my contact number is ***