Horrible private banker

What horrible experience I am having with my private banker Megan Hoffman and her manager Lambert Smal. The personal loans department double deducted this month and I have been requesting that they refund me urgently. Between the turnaround time not being met and being ghosted. Megan is now not responding to my emails which is exactly why I want to change her as my banker because she disappears all the time. And now her manager not giving me any feedback or communication regarding my refund. This is disgusting service to say the least.