If the complaints department is this useless, who do we then complain to??!

Standard bank's complaints department, is the most useless department I have ever had to deal with. In September, I Had a 3rd party (Daly) call me to arrange a loan settlement {on behalf of Standard Bank} and I accepted. The Daly people didn't communicate this with Standard Bank and I was therefore debited Twice for the settlement amount, by them and the bank. I contacted Standard Bank for a refund and since the 23rd/10/18 I am still waiting. This double debit has now placed me in arrears with my other accounts and I am now the one who comes across as a bad payer, which is unfair. Colin Kriel is the one who is "supposedly" handling my complaint, yet I am the one who is constantly phoning him for an update. He promised me my repayment by the 29th/10/2018 - it is the 20/11 today! My Question is, if the complaints people are this useless, who do we then complain to?! all I am asking for is my refund AND my credit record to be corrected. Complaints blame the Admin department and Admin blames Collections/Loan department and now the IT people are being blamed! Come on guys. Fix this