Promise unfulfilled

I paid R3115 instead of R500 towards my account on 15 July (I selected the wrong beneficiary by mistake). On 22 July I realised this and called them. I spoke to lady T. She asked me to email documents which I did. She also told it would take 5-7days to be refunded R2615 (R3115-R500). 28th I called and was assured that the money would be coming in any day. 3 Aug I called, lady K said she'd escalate it as an urgent matter and get back to me, she never did. Today it's 10 working days and I still have not been refunded or contacted.