SERVICE LEVEL IS POOR

I changed my account from savings to cheque account. I have a personal loan with Standard Bank, last month they debited on my savings account, this month they debited twice on my cheque account. I went to the bank on the 20th to enquire about that. a case was opened and received a sms. Today am supposed to get my money back into my account they told me that the case was cancelled without informing me of such. I just called the customer service they told me that the manager will call me but they not sure when? Am thinking of changing banks and going somewhere else.