Standard Bank refusing to pay back my refund

I settled my vaf account on the 13th of December but my debit order was already meant to go through on the 15th, I was then advised to settle the account and then apply for a refund. I did exactly that. I app**** for a refund on the 28th of December, I was then promised to get my money back on the 2nd of January. By the end of the 2nd of January my refund was still not done.. from the 3rd of January I have been calling in each and every single day being promised that I would have the money in my account by the end of the day but still today they have not effected my refund. But everyday they say they have done the highest escalation for the matter. You are already 6 days out your service level agreement. Do i have to beg to get a service? All I want is my money back.