Credit not Escalated

We joined RSA Web in 2021. When we joined the 1st month no debit was done, so my husband made EFT. On every 25th of the month my husband just did that. February had 28 days as we all know it is not a leap year this year. It does not mean we get paid earlier than normal. He got paid on the 25th and also sent the POP as normal. On 1 March a debit order went off (without his authorisation). 2 March 2022 my husband logged a query for refund. RSA#*** - it was said that he will be refunded within 72 hours. To date this has not happened. He has called RSAWeb a few times after that. Contacted them via messenger etc and he has had no luck. Today is 2 weeks later.

I took it into my own hands to try to get it resolved. I called them again today and spoke to another gentleman. He advised me that the credit has not been escalated and he tried to get a hold of the lady that is suppose to escalate it, but he was unsuccessful and he is not allowed to give us her name. How on earth are we suppose to get this resolved?!

I have requested to speak to a Manager and he said there are a few managers and he does not know who will contact me back. I said then I want a Directors details or CEO or someone that is in a role to assist me. No one is available!! How is no one available in a leadership role?

If we don't have our refund by end of business16/03/2022 we will be going to the ombudsman to get this resolved.