Poor customer service

i spoke to Standard bank VAF on Wednesday the 14th of March 2018 logged a request called through again on the 19th to make a follow up on my request spoke to Pearl which provided superior service and turnaround times, called again today on the 20th I called the called their call center four times been taken from pillar to post spoke to a Team leader by the name of Carmen who advised whe will give me a callback in an hour or so waited and called back again got through to Zunaid in the Constantia office park who advised Carmen is in Simmonds unfortunately they cant transfer me to that side gave me a direct line for Carmen ********** 856 which I rang more than three times to no avail. I am totally frustrated and disappointed in Standard bank on the poor service I received I need an urgent feedback on the request I made for my refund I need it done today as I humby requested the service request number I have is 701769***02. can someone senior from VAF department call me back urgently I need this sorted ASAP.