Long response time

I have logged a query with Standard Bank on 8 Jan. I sent them a VERY detailed email and included 2 screenshots of what happened - I bought airtime and the amount went off 2 times. I got an email back, with reference my number ********** 627, and to say I can expect feedback on 18 Jan. On 10 Jan I got a sms saying it has been resolved and I will be contacted with the details. On 18 Jan no one contacted me yet so I sent another email, and that is when I got a response that doesn't even have anything to do with what the query was. SO, I sent the details again, replying on the last email which had the incorrect info. And now it became a brand new query, with a new 10 day waiting period, after Pamela Vilander's incorrect reply. I got a new email saying that my query was logged, reference ********** 799, with feedback promised on 30 Jan. I got a sms on 23 Jan, saying it has been resolved and I will be contacted with the details. It's now the 26 Jan and I am still waiting for an answer. Why do I have to wait 22 days (8 to 30 Jan) for a reply after it has been resolved '2 times' already? The other problem with Standard Bank email queries is that each time another consultant is providing feedback. That is enough reason for disasters to happen.