Complaints Department struggles to handle complaints

I must express my current frustration with the service received from Standard Bank Complaints department thus far. I made several attempts to contact their department last week Saturday after I had realised that they had collected double the Home Loan amount that they were suppose to deduct. Sadly it took speaking to 3 Call Centre Agents and spending +/-20 minutes on the phone for one of them to advise that the reason I've been holding for long and being redirected back to the Call Centre is because the complaints department is closed over weekends. I finally managed to get hold of their complaints department and my complaint was assigned to Samantha Rosenberg who is rather cheeky by nature and that one can hear in her tone when she addresses you. I expressed the great inconvenience that the double deduction had caused and that I needed the money to be refunded urgently. The cheeky lady did not even apologize on behalf of her company as expected, however kept emphasizing that the complaint was being handled and that feedback will be provided within the SLA ( TUT), I called requesting for an update and she never returned my calls, instead when I finally got hold of her, she casually mentioned that she knows received my messages to call me back (with no excuse why she didn't - not sure if this is the service that she has been trained to give). As expected, my complaint was not resolved within their SLA and I received no feedback from Mrs, Cheeky Samantha. As it stands, I still have not received conclusive feedback on my complaint and I am waiting for her Team Leader or Manager (Zoziwe Ndingi) to contact me and give me feedback. All I want is my +/- R7326.81 to be refunded back into my account!!!!! I spoke to the Accounts department and they have confirmed that my account is up to date, therefore a double collection was not suppose to have been processed!