No feedback on my complaint

I have been paying my Capitec account through MBD. For the past 2 months they debiting before my salary gets paid into my account. Thus resulted into bank charges. I queried with them and they said they will refund the bank charges. On the 22/06/2020 when i laid the complaint they advised me to send the bank statement that reflects the bank charges. I sent it to Ursula Koffman and she referred it to Eleanor Cohen on the same day. I waited for a call or email with feedback but nothing came through. i sent a follow up email to Eleanor Cohen on the 26/06/2020 to date i haven't received any feedback or refund. I called on the 24/06/2020 and told the lady that i will not make a payment up until my bank changes has been refunded.