Waste of time

Is funny how i have been with the bank for over 8 years and i have never experienced such bad service from the bank.I requested a reversal from my credit card and the refund was done but the money was not refunded back to my acc.The money is out of the acc but is not in my acc when i called their debit review dep they stating that they so see the money i am refairing too and that i should send a statement so that they can see the transfer.My question to them is howbis that when i was queiring about the transfer the first time you guys saw it but now you stating that you can't see it and i did not get a response from them.Now i need to wait another 5 days for you guys to sort this out while i waited for 11days for the fund now i need to wait more days for you guys to sort your own mess out wow what a shame i am really disappointed by this really i am.????