Refund not done after numerous calls

on 7 January 2015, R11 statement fee was deducted off of my account. although i expected the amount refunded i also urgently wanted to know if ***** was committed on my account as i did not request a statement. i spoke to Yasteel Moodley who is apparently my Small business account manager. He assured me if was the \back office"and he would not only have this refunded he would also email me an explanation. By the first week of February"