Standard Bank Refund

I have been trying to get a refund from Standard Bank. I have app**** for a loan on the 24th of January and the money was paid to my account on the 25th. My contract with them stated that my first premium would be charged by the end of February. To my surprise they took my first premium on tuesday the 31st of January. Since then I have been spending all my free time and airtime on Standard bank for answers. It is absolutely the worst service ever. Yesterday the 2nd one consultant told me that it was an IT problem and that there were more people also affected by it. And that they would phone me again today on the 3rd. And make the refund. Needles to say I called again today twice because everyone tells me they will call me back but never do. I will positively and absolutely not recommend anyone to use the services of Standard Bank. I am also going to take my business to another bank. I have been a loyal customer of Standard bank for years now. It is totally unacceptable.