Horrible customer service

I went to Standard Bank in King William's Town on 2018-04-14 to enquire about ********** transactions that occurred on my account. Upon arrival at about 9:30 AM we were assisted by a lady called 'Vivian' . While she was assisting us her attention was divided because her sister was standing next to us with her children who were attending a matric ball that day. When had to wait for her to finish her conversation with her sister, they were busy taking about hair and dresses for this apparent matric ball. I was accompanied by my 72 year old mother who is on crutches. After I had spoken to ***** unit on the phone I then asked her to reverse a certain transaction. She wrote down some numbers she took down from my bank statement and said we should leave the money would appear on Sunday the 15. Till today the money has not reflected on my account and I suspect that she never reversed the transaction.