Moving Backward Actually

I logged into my bank account to pay my rent and notice that most of my account was taken off my account. When I called I got put through 4 departments. I was told I would get refunded the next day after i send them some docs. I did so and it was confirmed that it was received , 3 days latter I followed up still nothing ! To date my money have not been refunded and I have not paid my rent, They are the worst bank ever I cannot wait for my money to be refunded after which I must move away from Standard bank. They just do as they please with your account! What's the point you can't even trust them! So desperately fed up with poor service. Too quick to take your money but slow to give it back rightfully! Moving forward! Ya right moving who forward please more like ten steps back!