WE HAVE YOUR MONEY BUT CAN'T SAY WHEN WE WILL REFUND YOU

I do not have an RCS account - credit card or loan. An rather substantial amount was paid to them on the 31 July 2017; unfortunately in error using a pre-approved beneficiary from Standard Bank (after confirming that the account being used was correct). Standard Bank cannot assist as they do not have authority to debit; shocking seeing that this is their error; Regardless however, I have forwarded RCS proof thereof as they requested. After numerous attempts to get refund; RCS responded 27 October 2017 stating that they were querying this with Direct Axis (why I have no idea as this is my money ). I have followed up - no response. When I call I am put through to customer services and they have no record of my query so I spend over 10 minutes explaining; then get asked if I forwarded information, etc. etc. The customer service agent has ZERO information and I cannot speak to a Manager; cannot speak to the person dealing directly with my query as I am not allowed too. With each query I get told call customer services or email us. I was informed today, 08 November 2017, by Andisiwe from customer services that Kirsten, the manager in charge is too busy to take my call. The Admin Agent advised that they are awaiting finance department to refund monies. They refund every Wednesday and Friday HOWEVER they are uncertain as to when they will be able to refund me my monies owing to me. They will escalate the matter; but sadly cannot say when I can expect a response. All I want is MY money back.