no customer service at all

I informed standard bank on 28 September that my car had been written off, a settlement payment was due to be made to settle this account and asked them not to debit my account on 1 October. However, sadly, no response from Standard bank VAF expect to say that they had referred my account to VAF insurance claims as I have top up insurance. Needless to say, my account was debited on 1 October even though my account was paid up. I have now spent at least 3 days being promised a response from their complaints resolution centre who are no better than any other department in terms of customer non service. I have been given a reference number which is ********** 621. My account number is ********** 70002.

VAF will not even give me a statement of my account, which I am entitled to by law, so what is the delay. I'm not even putting in a claim at this point, I just want my debit returned as the account was settled. I therefore cannot understand why I keep on being referred to VAF insurance claims. However, no one can answer my questions or assist me with this.