FNB your 48hrs has become almost a full MONTH

I am really displease with the service I have received with First Rand Bank. I was ********ly debited twice in one month for my home loan. About 3 weeks ago I requested a reversal on the second debit order and repeatedly had to call in to find out what's happening and what the processes were. I was promised on numerous occasions that the money would be reversed into my account within 48 hours. So how much more 48 hours am I supposed to actually wait? I spoke to a consultant who promised me that management would contact me and have still not received any calls. I logged a complaint and was promised someone would contact me and still nothing . What measures do I actually have to take to get my own money back as it was supposed to be used to pay for other commitments I have??? Please help me.