Standard bank VAF unable to reach person in charge of my shortfall claim

I’m giving this two stars because I wrote a review 2 weeks ago about how I struggled to reach standard bank with regards to my VAF account. I was assisted and I did reply to that review and also on Twitter to say I was assisted. Maybe I was too quick to do that l.

Now M-sure who were responsible for payment of shortfall for my VAF account paid certain about towards that last week Tuesday. I have been emailing the person responsible for my claim at standard bank and I have been getting no luck in terms of replies. I don’t want to name drop as that may not be fair on the person but also now they are not being fair on me.

What I want to know is simple and shouldn’t take days to reply to. I have been emailing the rep at standard bank asking them to check my account and confirm whether the payment from M-sure is reflecting or not. If the payment is reflecting then they must provide me with banking details so that I settle the rest of shortfall.

Now tomorrow I am going to be debited the normal VAF installment when the account should have already paid up should have there been communication from the person at standard bank in charge of my claim. How fair is that ? Is my money ( installment) gonna be refunded ?