No Response even after agreed feedback date

I recently spoke to Tsakane of Standard Bank Refund section on 2 Oct 2017. I was double debited for my vehicle and was supposed to get a refund. She promised within 5 working days. She never got back to me. I then called again on 9 Oct 2017 spoke to Mawethu and was promised feedback by Close of Business 10 Oct 2017. And no feedback has been received. I'm trying to call again but the I get placed on hold and keep holding (as per call center norms). Forget the fact that over R6000 was taken from my account in error and that I have other bills to pay. I just need someone to tell me what is going on. I tried their website and could not find the complaints section.