POOR SERVICE WITH NO FEEDBACK

I've requested my cheque acc to be closed and a savings acc was opened, all debit orders was not switched to the savings acc by the bank. some debit orders was not switched over. on the 9th there was an amount of R547.59 was transferred from my savings acc to by cheque without informing me or me authorising the bank to do the transfer. I called the service centre and spoke to Zuvilent who confirmed I must make an arrangement with their legal department in order for me to get my money refunded back to me. I made arrangements with the legal department to recover the overdrawn money on the cheque acc. I phoned *** again and spoke to Lebohang who said Zuvilent did refer my matter to management and they will get back to me within 48hrs. on Monday the 12/10/2015 I called *** again and spoke to Thulani who also gave me the same feedback and that Zuvilent will get back to me. on 13/10/2015 I called again just to hear my refund was declined by the manager, NO FEEDBACK was given to me until I had to phone again. I needed this money to pay urgently and also after Zuvilent told me to make arrangements with the legal department I still did not get my money back!