Refund dissapear within ***** department

On 14/08/2015 (16:08) someone from Standard bank phone me regarding a refund say I did over pay my loan and there a refund I was on my way home asked to phone on Monday no call next day I call Standard bank from the number they have no records send me back to customer care ,they send me from pillar to post .My problem this number comes from standard bank ***** contact center and no one can help me the customer consultants the less said the better the one no less than then the other please advice.