Service Sucks

I have been trying endlessly with the call centres since the 12th of February to get a transaction refunded on my account,. someone created a ********** account romanceonline.com and an amount of R723.79 was deducted from my account, I got into contact with the company who deducted the money and they voided the transaction and cancelled the subscription, money is now just hanging in my pending transactions and not becoming available in my account.

there is also another transaction of R8.50 which has been going off my daughters account for more than 20 times in the last 3 months, no one can tell me what its for , stop it or reverse it, I am tired of hanging on with no resolution and im supposedly a premier banking client.