Extremely Dissatisfied Standard Bank client

I have been waiting on a refund from Standard Bank since June 2019. I paid up my term loan early in June yet they still continued debiting my account for 2 months thereafter. Every time I have to contact the call Centre I was informed it is an IT problem and it needs to be escalated. This problem was escalated numerous times. I've sent emails to the relevant departments yet no one is assisting me.... No calls... Nothing... I'm deeply disappointed and appalled in the ********** service I have received from Standard Bank. I am seriously considering changes banks as I do not want to belong to an institution that treats their client this way.