I have lost faith and TRUST in a 150+ years of so called banking

I called standardbank vaf on the 22 August 2020 and spoke to Refiloe Thwala who advised that she logged a debit order reversal for my account that has been settled and it will get refunded by the 28th of August with reference *** but that never happened because the request was logged incorrectly. demands her refund as off today. I logged a refund request on her behalf as it was not done with reference ***. I have requested for her team leader to contact me immediately so that the matter can be sorted but no one has called me and I don't even know when I will get my money back.