Incorrect charges not removed, 2 weeks of waiting for a manager

Been trying for 2 weeks to get an incorrect charge to my account by Nedbank for a new card removed, only to be told every time that it needs to be escalated to a manager and I will hear back in a few days. Then every time I follow up nothing has changed and the agent tells me again they're going to escalate it. Thought banks were supposed to keep your money for you, not take it away and then clam up when you ask why?