Bad customer service

Last week my car payment went off and was R650 more than the previous month. I knew the interest rate went up but not that much. When I phoned Standard bank they advised the interest rate was wrongfully pushed up by 6%. They advised this will be rectified and I will be refunded but will take about 6 days. On Saturday I get a text to confirm that the interest rate has been amended correctly but as of now I still have not been refunded. I called customer service this morning and they advised they need to escalate the refund and will be 6 business days to be sorted. So now instead I have to wait 12 days for money that standard bank wrongfully took off my account. Instead of helping me as soon as possible this morning and doing this as a urgent query they make you feel like its your fault.<br> <br> I am astonished at the lack of urgency and customer service from standard bank whom I've learned that they have just been voted as the best retail bank for 2015.....they really do have a long way to go.