payment relief refund

I am very disappointed with Standard Bank at the moment they have offered a payment relieve but them are unable to refund me for a debit order that went off last month already not sure if they are going to deduct again from me this month this is no relief being offered, i have spoken to numerous consultants and all they can say is they are working on a back log!!! which i have logged a refund for on the 05 May already and still no one has done anything about it, this is very annoying and upsetting for me