Do we need to take to Hello Peter just for Standard Bank to handle clients' queries with a level of urgency?

I am really not impressed with the amount of time that standard bank takes to resolve queries. I sent an email to their chargebacks department on 24 July 2021 and I am still waiting for a resolution to date. I even had to send an email a month later after sending the initial email to ask for an update. I was told that my request had been forwarded to the relevant department and that the department was handling it. Some days later I received another email asking that I fill out an SOD form, the very same SOD form that I filled out and sent to the chargebacks department on 24 July 2021. It is now 22 September 2021, almost 2 months later, and there still has been no resolution. Instead, all I've been receiving are CC'd emails that are being sent back and forth the consultant assisting me and the different departments where the departments keep on referring her to different departments saying that this query is not for their department. There needs to be an estimated turnaround time for every query. I haven't even received a turnaround time. I am so disappointed by the level of unprofessionalism that my query is being handled.