Refund of incorrect deduction

We have a home lone with Standard bank. In April 2018 we decided to increase the installment to decrease the period.

28 April 2018 the new installment was deducted and we noticed the person from the call centre made a mistake and almost doubled the increased amount.

We immediately contacted Standard bank and asked them to refund as the wrong amount was deducted and the mistake was made by one of their employees.

The first person I spoke to was not very experienced and couldn't help me. The second person was eager to help and opened a case with a ref number. I received a message stating the case was resolved, but no money was refunded.

3 May 2018 I contacted them again and asked to speak to the same lady, but she wasn't available. At this point I asked to speak to a manager and got hold of Ntombi. She understood the mistake was made by them but because of the process I had to send a bank statement and a letter signed by myself and my partner stating the refund needs to be paid back into the account it was deducted from.

As requested the statement and signed letter was sent to Ntombi.

8 May 2018 I asked for a update, no response.

10 May 2018, I asked again for a update. She responded and she escalated the matter and would get back to me as soon as possible. Later she responded with, my partner's KYC (FICA) is outstanding and this is the only step that is required for the refund to be paid back.

14 May 2018 FICA was done at the Tygervalley branch and I notified Ntombi.

16 May 2018 Ntombi contacted us. Apparently the FICA was done incorrectly and was never verified.

18 May 2018 Ntombi contacted us. The Tygervalley branch responded and was aware of the issue. Apparently the issue was escalated to IT.

21 May 2018 We asked Ntombi for an update, but got no response.

22 May 2018 I received another SMS stating we need to go update KYC at our nearest branch. I contacted Ntombi again this morning at 09:19 and is still waiting for her response.

This is unacceptable and very poor service. We can't be expected to run around for something to be rectified that we didn't cause in the fist place.