Debit order error not being resolved

In November my Standard Bank contract save account matured & I went to The Glen branch to withdraw the funds. I informed the consultant Boitumelo Mashiloane that I would like to close the account and she confirmed to me that there will be no more debit orders coming off of my FNB account. On 27 November a debit order of R1000 came off of my account and on 29 November I contacted the Glen branch asking them to reverse the debit order. I have been in contact with Boitumelo ever since 29 November trying to get the debit order reversed. On 7 December Boituelo asked me to come to the branch to collect a cheque, however when I arrived at the branch I was told that a cheque could not be issued to me and the matter had to be escalated. On 9 December I got a SMS stating that my service request had been resolved and I informed Boitumelo of the SMS on 11 December, I only received feedback from Boitumelo on 13 December asking me to send her my FNB statements which I sent the same day.

It is now 18 December and I have been waiting 3 weeks for my funds to be returned to me. It's completely unacceptable to expect a client to wait 3 weeks for an error that was caused buy Standard bank's employees or system. I feel like my issue is not being prioritized, it cannot be acceptable to expect your clients to wait 3 weeks for to rectify an error that is not their fault.

I have tried to show patience and understanding but my issue is clearly not being prioritized.