Useless service

On the 1st Dec I requested a refund for monies incorrectly transferred to my loan account was given a committed time frame of 5 to 7 days. Monies still not transfered. I made a commitment to pay a medical account as per your commitment. When I called on Monday I was told your admin has a back log(new covid frase for people not doing their job.). I CALLED AGAIN TODAY 11 DEC and was told they have urgently escalated to the team leader who would contact me today with feed back. Well it is now 18h00 and still no call. Needed this money by tomorrow