Credit card Charge back still waiting

I have been following up with Standard bank Social media team via Facebook as their call customer service is just pathetic unable to get through. I have requested a charge back on my credit card for services not rendered. The merchant blatantly refuses to assist and refund those amounts. I spoke to lady at Standard bank Facebook team who said she will speak to the relevant department and get back to me that was on last week and no one contacted me. This morning I waisted close to R80 airtime being on the line trying to get through to Standard bank eventually got through. Why does the customer always have to do the runaround. My service request was eventually logged after almost a week trying to get hold of someone. I need this issue resolved and escalated.