No feedback/ resolution of complaint

I complained a month ago regarding a wrong debit order amount that was deducted from my account. I was contacted by a lady (Tamara) from Standardbank which told me that the problem had been resolved but asked if 2 debit orders could be deducted in January, on the 23rd and the 27th. I agreed to this however this never happened? I have emailed this lady 3 times and called her numerous times without answer, every time I am told that she will phone me back. This is now 2 weeks without a resolution. My reference number for the initial complaint is: ***