Query raised over 2 months ago. still not resolved

I went to the bank balfour Park shopping mall on January 13th 2016 to reverse a debit order which was not supposed to go through. I was told turn around time 16 March 2016- Ref ***. came the date I got no respond so I called the customer service general banking on the 18th, I was then told query escalated to the specialists, and they would call me. I got no respond. I called the 22nd. was told query escalated but to this day still no respond, when i ask questions, no one seems to have answers. I am disgusted at the service.