Irritated

I had a Standard Bank Credit Card which is now paid up and they even over charged me. I called last week to ask them to refund me the money that they over charged me with and I was told to send an email with ********** of which I did send the email. This happened last week Thursday and today is another Thursday no one has come back to me. So this morning I called them again to find out when I can expect my refund and this call centre lady with a bad attitude tells me unfortunately your query was not attended too because you didn't put your initials and ID number on the email and I asked her so why didn't someone correspond with me regarding that and she tells me they don't correspond via telephone only email so my question to her is why didn't you then send me an email she doesn't respond. So only this morning because I called them I was told to resend the email with my initials and ID number. I'm actually ****ed right now because their inconveniencing me and I've even ask them to close the card as I'm no longer a client with Standard Bank. The bad customer service at Standard Bank is the reason I changed banks. I just want them to refund what's rightfully mine that's all I need from them.