Money back

I don't no why you guys have an sla but u can't stick to it my money was retained by the arm on the 31/01/18 promised that it will be credited back into my account within 2 working days which never happend, I logged the complain through their customer service promised to receive a feedback with in 3 days still nothing happens , went to the branch where they took my form promised that my account will be credited by the end of the day still nothing .. Not sure how long I have to wait .. Managed to send several emails no respond made phone call got a promise that it will be credited still waiting !! No feedback just a pass a buck every time I call .. I just need my money .. Wasn't a loan from you guys so please