No assistance with payment reversals

On the 10th October, I made a paytocell payment on the banking app. Money went to an account that is under review. On the the same day, I went to the branch. Filled in a payment Reversal form and submitted it via email. Got a respond on the 20th of Oct. They wanted a written letter with signature. I went to the same branch. Wrote a letter and submitted it. On the 21st Oct, they requested the same letter again. Which I did submit again. A week later I called again, even went to the branch. And all had no assistance. On the 4th Novthey sent me the same email they sent on the 21st Oct to send the written letter, I did send another letter for the 3rd time. A week later still, no assistance. No communication.