Blatant disregard to the honour of a promise

My account was different type to what was initially offered however no records indicated this. <br> I had made a deposit and I spoke to Pearl and her manager ****ha Subban. They confirmed the account type and ****ha told me I would have to write in a letter confirming my request for a refund. I told her I can only email but she said that the signature is important so I should scan my signature in an email and attach it. I have done this on 1 March 2016.<br> <br> I called to follow up on 7 March 2016 and was told it is still in progress.<br> Today 8 March, I receive an email stating my query is resolved and <br> I call and consultants, Unity and Pearl Mosia both tell me they are not sure about the status of my request but the system reflects that the information is insufficient. I explain and was placed on hold in each case. <br> Pearl Mosia even offers to call me back in an hour. <br> I still have not received the call two hours later. Each call was min 8 mins spent and five calls later, my call has not been returned by Pearl as promised and nor as promised in the email received stating my query has been resolved? How do I follow up and yet still tend to my own work??