Bad Service

i had sent a transnational dispute on Saturday where my account was debited without my authorization instead of being refunded. i called std bank they sent me a form of dispute to feel and send it back. i did all that on Saturday but till today my query has not been resolved everyday i call them i don't get a straight answer they don't even give me a turnaround time for the query. i am actually irritated with std bank. their service is very terrible. i don't know how are we going to do it with this pandemic forcing us to do this electronically and still get ****py service from service providers instead of them meeting us half way. The only thing i have from them is a Reference: