Standard bank *****ulent customer non service

There was ***** on my wife's account where they purchases stuff, after the second case in 2 weeks we struggled to get the first issue resolved and payed out. The policy states 3 to 7 day but after 30 day and numerous call, fighting and escalating the issue they only payed the first ***** case. The second case is still going with no feedback from the ***** line and also no feedback from standard bank, I eventually approached my personal banker but yet she also is ghosting me now. I eventual reached out to standard bank on face book and after another load of empty promises we are now sitting on day 41..... So how do I escalate to get there attention.