Standard Bank One month outstanding query

On 09/07 I visited SB, I received an SMS with a reference nr, confirming the query will be resolved on 16/07. Needless to say on 16/07 I received another SMS it has not been resolved. I made three attempts to call and was informed by the call centre there is nothing they can do and on it give through to the "back office". Almostca month later still no response. Standard Bank has been taking money from my account every month for the past three years, but not so eager to repay a client that has been banking with them for the past 15 years. Service absolutely pathetic