Poor Service by Standard Bank

I am a long standing client of Standard Bank and has received very unsatisfactory service in that I needed assistance with reversing money I had transferred to Agoda agency. Agoda has transferred the money but it is more than the 30 days it would take to clear as per Standard Bank's promise. They have asked for a SWIFT Number and I have provided it and no one has assisted still. I am being sent from pillar to post. I am even thinking of leaving the Bank as they have not been very helpful in terms of credit cards, loans etc.