NO ANSWERS FROM STANDARD BANK

We submitted a claim for chargeback on 8 February 2019. I was informed that we will have feedback / action by the next Friday (5 working days) - 15 February 2019. Subsequent to that we have made several attempts to get feedback from Standard Bank as there has been no communication or updates from their side.

It's now close to 3 weeks since we have submitted this claim. After spending 41 minutes on call with Standard Bank, we are no closer to feedback and have been advised that our claim will take 45 WORKING DAYS to process and that we should only expect feedback by 27 March.

Standard Bank has been unable to provide us with a contact number for the disputes department and keeps referring us back to our original point of contact, who has now stopped responding. Yesterday was the first time since submitting the claim that we were provided with a reference number since submitting this almost 3 weeks ago.

The bank that needs to issue the chargeback (Orient Bank) has been very helpful and notified us that they only need a request for chargeback on reason code 13 from our bank to immediately initiate the refund. I enquired with Orient Bank the status of this refund as I wasn't getting any information from Standard Bank and was informed that no one from Standard Bank has even made contact with them yet - 20 days after submitting this.

By the time that Standard Bank wakes up and requests my R28 000+ refund, it will be almost 4 months since the transaction date. On what planet is 9 weeks to send an email deemed as acceptable service?

PLEASE can someone give us an answer here?