Poor service

Excess money was charged on my bond. I called the bank and they acknowledged it was an error on their side and promised a refund within five days. It been a month and I still haven’t received my refund. Every time I call, I am told that the matter is being escalated to someone else via email and I can’t speak directly to that person because they are working from home but should respond to the email within 24 hours to which they never do.