Refusal of refund

Standard bank has the worst service "Standard Bank: Service request no. *** due on 03.01.2020 is now open. Queries? ***." I paid up my vehicle in the 23/12/2019 and was debted on the 28/12/2019 Called in and was told that my refund will be in 03/01/2020 still nothing done as yet this is an on going pathetic service from the bank they know when to take but not when to give back as a Prestige client it's not worth it nothing different from a saving account and we charged interest for late payments but does the bank pay us interest or there mistakes who covers the cost of my calls and time due to incompetence of standard bank vehicle finance