No assistance from ***** Department

Been Banking with Bidvest for years. On the 18th September I did an E-Commerce purchase which was a ****, I was debited twice with 2 different amounts. I immediately contacted Bidvest ***** - spoke to Noluthando. The amounts were still Pending. I was e-mailed forms to complete. The forms were already completed by someone else. I requested "clean" forms. I completed the Forms at least 4 times, each time with changes requested by the Bank. It's almost a month later, and I have had NO assistance from the Bank, even after sending them e-mail threads on the ****mer and Screenshots of it being a ****. Is there anybody at Bidvest not working under supervision that can assist with the reversals of these amounts?