PAYMENT DISPUTE resolution

I contact the Private Banker division to dispute a payment that had gone off of my account that was unauthorised. They were good in advising me to cancel the card and arranged for a replacement, but the person that i sent the dispute form to last week Thursday never responded. When I called on Tuesday to find out when the payment would be reversed, i was told that the original person was not in and I sent the docs to that new person. Still no automated email with a reference number by the Wednesday, so i called back and left a message. Next day, still no response, so I called again and i was promised that he would call me back. I would like to escalate this as I feel that if we have a private banker we should get great and prompt service. I need the money that was taken for groceries and it is very stressful.