Bad service standard bank home loan

Standard bank has been over debitting me on my home loan, I called and e mailed and was promised a feedback call . However they just resolved and no refund. The case was handled by Noceba who escalated to the relevant department but no feedback. I emailed her and she did not reply. Below is the case number Standard Bank: Service request no. ***, has been resolved. You will be contacted with the details. Queries: ***.