Complaints department just a Horrible as their call centre

I have been trying to get my pre-authorisation funds refunded to me for purchases made on my standard bank virtual card for almost 2 months now with no joy.

I logged a case over a month ago. This case was closed after 2 weeks with no feedback to me. When I called in to follow up, I was advised that the case was closed with notes stating that the call had been assigned to the incorrect department.

I asked for the case to be re-opened and escalated. I have still not received feedback.

I proceeded to log a complaint, which left little to be desired as not only do I not have my money back, I have not received any feedback on my original case or complaint.

The complaints team sent through a form that I needed to complete and send it to one of their internal departments, who after a week responded that they are not the team to assist with my issue and that I should log another call.

I have since sent the new feedback to the person dealing with my complaint (Seja S Molele) and the complaints department and am still to receive feedback.

This is shocking service! What's the point of a complaints department if their service is just as pathetic and horrific as that of their call centres?

Absolutely disappointing especially since I have been a customer since 2006