Standard Bank Namibia - It Can't Be

Last month I experienced problems with internet banking. I would make a payment, but two or three days later the money would be back on my bank account. I called the helpdesk; they could not help me and said I must speak to customer service at the bank. I did what I was asked to do. Customer service contacted the IT department. The problem was only resolved after I the fourth time I loaded the transaction. I then requested the bank to reverse all the service fees they charged me for the failed transactions and the late fees I was charged by the institutions I tried to pay. I received no joy from the customer service people at the Groove branch and escalated my grievance to the manger (a Ms. Maureen Louw) the latter asked a gentleman in her department to handle my call. Since then, I sent an e-mail to the manager and tried calling her serval times. She is not answering my calls and has not responded to my e-mail.