Refund

I am not pleased by the way standard bank VAF department are dealing with my insurance query. The insurance paid shortfall amount that was owed to the bank, but now the bank has not refunded me the money that was debited from my account whilst they were waiting for the insurance to pay shortfall. I called Standard bank on the 27th of January 2015(reference number for the call ***4) and I called again on the 30th of January 2015 (reference number for the call ***5), to date I have not received any notification. When I called for the second time I was told that the person that logged the query did not log it correctly, is that my problem? When will I receive the money that was debited from my account now that the insurance paid the shortfall money?