Standard bank is really a ****ed up bank and they keep on doing the same nonsense a lot of consumers complain about

This bank is the worst,until you complain on hello peter or approach bank ombusman they sit and fold their arms,I was financed for a vehicle through Std bank,my car was ****** and insurance paid it off last week on the 25th,unfortunately it happened to be the day when my debit order for the same vehicle goes off so by law they're supposed to refund me the instalment,i logged a call with them and I was given reference number *** and I was told to send POP from my insurance which I did and then no feedback,nothing,how does this stupid bank operate honestly because I've had many run ins with them regarding sorting such issues,especially with their vehicle finance dept,its really a ****ed up department considering that maybe am safe not banking with them,just ****ing refund me as I dont owe you anything,for once just resolve issues without people having to run after you like you're doing us favours