Unauthorized debit order _ shocking service

A debit order has been deducted from my account without prior consent. My bonus payout hit my personal account the 14th Dec and half of it was taken. Upon alerting the bank I was told they would refund me, it is now 7 days later and I still haven't received my refund. The only communication I get is that your call has been logged without a reply from the manager I have been dealing with.