Money back

I transfered money by mistake on 24th of August 2019 and I call on the 26th of August for a refund. Every consultant that assisting was assuring me that I will get my money back but till today I haven't received my money back. Today I called gave my details for the consultant to call me back because I was running out of airtime but he told me that he won't guarantee that he will get back to me. What do I need to do to get my R2000 back that I transfered incorrectly to Metropolitan and mind you I don't owe Metropolitan anything I dnt know what so hard in refunding me. I sent everything that I was told to send.