Pathetic service, and no improvements

I am tired of complaining on Hello Peter with Standard banks poor service and feel they are really struggling to up their game. I have honestly exhausted with the holding time in the call centre , people are struggling with money and it's very expensive to call on cellphone for an hour, I have asked for a refund as my account was in advance due to financial difficulties and till today no money is in my account. I was told on the 30th the money will be in my account. When I paid mm credit account a day late I was charged a good R82 but they can pay late and nothing gets penalised 9n their side. I have other accounts I needed to pay with that money and have been called several times still not assistance. Ref ***