did not fulfill request

i logged a recall request with the bank for a request in June 2015 because a merchant debited my account for R3564 instead of R99. I logged a recall request which was successful and the feedback i received was that my account has been credited via sms.<br> <br> I then requested my credit card to be closed for which i received a letter in August 2015.<br> <br> In October/November 2015 it was discovered that the account was in fact not closed correctly and the merchant that debited my account incorrectly was returned the money and i was not advised of this by the bank.<br> <br> I have logged a complaint and Audrey Sebuelo was assisting me, however she forwarded the request to the chargebacks department and closed the query. She advised me to email her if the request has not been resolved, however she ignores my emails. The teamleader from chargebacks is trying to assist , but i am not being kept updated and they feel as if they are doing me a favour.<br> <br> All i want is for the this problem to be resolved by the bank as the incorrect advise causes the problem to occur. <br> <br> Please contact me for more information.