REFUND DUE BUT NOT RECEIVED

my loan account was debited twice in January for which I requested a refund be done for the second amount of R1900.00 and yet still after almost a month I still have had no feed back nor refund. I was told that the head office in Johannesburg is in charge of refunding me .I was even given the email address for that specific department so I did email and never received a response despite receiving a read receipt and also asking that I be contacted urgently. Having spoken to so many people and still not having a joy I am highly disappointed and disgusted by the service levels that standard bank has come to. I also laid a complaint on the standard bank website yesterday and still nothing has been done. I no longer know what to do beside move banking institutions to someone who will not treat me in such a terrible manner.