Pathetic service

I had a **** in September 2017 wherein an amount close to R20 000 was taken from my account, and STD Bank investigated the issue and confirmed to me that my money will be paid back to my account. I called them several times, and they kept on saying it will be paid tomorrow, tomorrow; not even a single day where they bother to call me back and explain what is happening. When you call them you have to wait online more than 20min to get assistance. I am a small scale business, struggling with finances but they do not seem to care. To date no one bothers to tell me when am I gonna get my money back,a nd why they are not paying it back. their service is pathetic, I do not even know why I banked with them....