Standard Bank Home Loans Department

I have been struggling to get feedback regarding an issue with my home loan. I keep emailing the contact person at Standard bank home loans collections department and I keep getting a response that my issue has been resolved but I am still waiting to hear where my money went that was incorrectly debited if I am not getting a refund or if my account is squared up. I can't go into a branch as the branches puts you on the phone to the exact same department that seems to not want to answer any of my questions.