No response on complaint

About 3 weeks ago I wrote a complaint about buying the incorrect network airtime from Standard bank and they refusing to refund me ,I was told someone would contact me with regards to the complaint,it is now 3 weeks later and I haven't received any feedback no one has called me,I haven't received a complaint reference or anything,my emails are being rep**** to with the same systematic response that I will be contacted,this is ridiculous for Standard bank being such a large service industry company to not take there customer needs as being important. I am extremely disappointed and have decided to change banks.