poor service recieved

initially I had created a stop order on my internet banking for a debit order that was no longer in effect, and when I had noticed same still went off my account, I went in branch on the 26th Sept 2017 (AT Southgate), to have this problem rectified and was assisted by Malisechaba at enquiries who then advised me that as the amount was not reflecting on my bank statement as yet, a service request would need to be logged, request number ********** 222 and I was told that the matter would be resolved within 24-48 hours and the monies would then be refunded into my account. On Wednesday 27th I received an sms with the above services request number, saying that the request has been "resolved" and that I would be contact with the details? Needless to say I was not contacted, nor was the monies refunded into my account as I was made to believe, On the 28th of September 2017; I then contacted the call centre and spoke to Nolufo ref no. ********** 596 so as to find out the status of the claim. she mentioned that the money had not been reversed and advised that I give it until this morning to reflect, failing which, I should contact the customer care again. this morning I called into the customer care and spoke to a lovely consultant (unfortunately her name escapes me), ref no. ********** 876; who was kind and apologetic for the service I had received thus far. she truly is a gem and there needs to be more people working in the call centre like her! she was able to assist in stopping the debit order but was not able to aid in reversing the funds back into my account. my concern was that this matter was to have been escalated to Malisechaba's manager: Martin, whom I am still await a call from. I am currently working in the east rand and only get one day off in a month to do what I need to, that being 26th of September. I cannot go again in branch to have this situation rectified. we are going on +72 hours and I still have not received the funds in my account. I am disappointed in the fact that I was advised it would be in at a certain time and it wasn't. I was advised that I would be contacted regarding same, and I wasn't. so now here I am waiting to be contacted by the branch manager or the consultant concerned and yet still no one has come back to me regarding my money?