Standard Bank has ****** money from my bond account and won't give it back

I have a bond with Standard Bank for my home, and have it insured by ooba, until the contract expires at the end of January 2018. In early December I began a process of inviting quotations for building insurance, effective 1 February 2018. Standard Bank sent an inspector to assess my property value and I subsequently received a quotation from Standard Bank. I advised the contact person there that I'd let him know if I wanted to take up their offer as I was still exploring alternatives. On Thursday 4 January I happened to notice that an Insurance Premium debit had been made on my bond account. I immediately advised my contact person, asking that (i) the amount be immediately credited, (ii) I be furnished reasons for this unauthorised debit from my account - Standard Bank will be unable to provide any proof that this debit was authorised by me; and (iii) that I receive a personal apology for this completely unacceptable occurrance. By Monday 8 January I had received no feedback, and the amount debited had not been reversed (how many days, let alone hours, in this electronic age does it take to do this!?). I communicated this to Standard Bank. By the afternoon of Tuesday 9 January still no action had been taken, which I communicated again, requesting urgent action. By close of business a further TWO DAYS later, Thursday 11 January, still zero action or response from Standard Bank. I again requested urgent action. As at today, midday Saturday 13 January, nothing has changed. This represents absolutely disgusting customer service and zero regard for the ordinary customer. I have been a customer of Standard Bank for decades so resorting to this platform in the hope of some action indicates that I have reached the end of my tether. surely the three requests as outlined above are completely reasonable expectations by any customer of their bank... or are these too much to ask? In the Network section of our local daily paper The Mercury I was reading the inspiring story of two Umlazi sisters who have started up their own business. Their advice to aspiring entrepreneurs is, I quote "...to focus on quality and relationships". It seems that this large, well-established corporate can learn from these young ladies. I am left with the very unpleasant feeling that Standard Bank has ****** money from me and won't give it back.