Horrible service!

As much as I hate to complain this Institute leaves me no choice.

I have app**** for the 3 Month Holiday on my bond account which Standard Bank offered, it was approved and granted to me by the end of April, my debit goes off on the 7th of each month. On the 10th of May my account was debited by Standard Bank, It was a Sunday so I could not call in to inquire. I called them on Monday which took a long time to get through, I finally got through and asked if the consultant could call me back, she said that she could not so I had to continue using my airtime for they mistake as she took even longer asking questions and checking on the system. She then explained that the monies were not reflecting on they system and she could not do anything so I should call the next day. I called the next day and explained to the consultant that my account was debited and the money which was in my account was from my sister for my dad to go for x-rays due to his lung being damaged and we needed to take him immediately. The consultant said it will take 5 working days for the reversal to be done, I disagreed and asked to speak to the manager, she then called the team leader, I told him my situation and I could not wait for even a day because I did not have any money to take my dad for the x-rays that the doctor requested, he said that he will escalate the problem, I was running out of airtime and asked if he could call me back as I used almost R150 of airtime for the calls, he called back and took my details to escalate the problem. I was told that he will call me the next day which he did not. I waited almost two weeks and still nothing, I called in yesterday which was the 28th of May, the consultant checked on the system and tells me that nothing of that sort is recorded on the system and that she will escalate the problem, she also said that I can go into the branch and get it reversed immediately, I explained to her that I could not go to a branch as I have a baby and a two year old child to take care of. My question is why did the previous consultant and 'Team Leader' not advise me to go into a branch to get it done immediately? Are they trained with the same information? When will my money be refunded? Who pays for the damages and my airtime that I wasted? I honestly thought that Standard Bank was there to assist us in this crisis, not make our life difficult and take away from us. Furthermore I have also rep**** to the email which was sent to me that my request for the 3 Month Holiday was approved, they said that I can request for April's debit to be refunded, I am still awaiting the refund for April. PLEASE ASSIST ME!