Reversal on Virtual Card still not done

On the 14th of January i bought on woolies online the website was unresponsive, i tried twice to pay with my virtual card and the payment only successfully went off on the 3rd attempt, when i went into my card the two previous attempts were deducted from my card. I then contacted woolies and they were kept on hold with me on the other line for over 45 minutes with no successful assistance they then told me i would have to contact the bank myself. On the 15th i then made that call to Standard Bank after being passed around from department to department and being put on hold Boitumelo I explained that i need the 2 of the 3 transactions reversed. She told me a virtual card is simillar to a debit card and it will take 7 days for the money to be placed back into the card. Today the 28th of January the money is still not returned, I called Standard Bank to follow up and I’ve been on the line for close to an hour in this is my recorded sequence of events: Card division; i spoke to Diteko who put me on hold for over 15 mins and never returned to the call, next thing i know I'm at the ***** department; speaking to Martha who transferred me to the Risk department; then spoke to Tiisetso who had to take a walk to the other side to get advise on what to do and returned after 25 minutes to get the reference number of the initial query i was following up i asked his assistance despite the long wait was futile. I asked to speak to his supervisor instead only to be put through to him after waiting for some time Xolani (The supervisor) requested the reference number only to find out he’s also clueless on how to handle the issue. The query still remains unresolved, and it is beyond frustrating!!!

Standard Bank has the most disappointing service in the banking industry! I always let it go but this time I cannot. The consultants are either *********** or they don't care... How is something rolled out and put into production without the necessary support channels? How do you do that without training the consultants on how to handle issues that come with the product. It is unfair to your customers to pass them around from department to department, keep them waiting and not care to return to the call to solve the problems, my time and my airtime is wasted and no one seems to care to treat it with the necessary response to get it resolved. What will it take for the bank and the consultants to care and treat their customers fairly ?