incorrect information

I opened up a ***** case with standard bank and was pleasantly surprised to get a call and and be advised that i will be refunded the amount within 24 hours, after 24 hours i called the call centre i had not recieved anything yet only to be told it takes 5 to 7 working days. I am mad becuase based of the information of within 24 hours i made promises to people that i cant keep. I am waiting and waiting for a team leader to come and speak to on the phone however have been on hold for 15 minutes i do not think they are coming back to me they want me to hang up. How can you advise on a time frame and get it completly wrong and then be told if its not in your account in 7 days call again, do they not all work for the same company, is it one company many different policies, standard bank get your act together your customer services reps do not know what they are doing and yes right now they expect me to hang up by keep me on hold not cool.