Standard bans forex services

I called the bank on the 22nd of July indicating that I have received a deposit from another country and the sender was charged for the deposit. The bank promised to solve the problem within 3 days. up until today I haven't received a call from Standard bank. On the 29th and 2nd of September, I got money from outside the country and the sender paid the foreign exchange fees. Unfortunately, standard bank charged me again. I wrote an email on the 3rd of September, Alice Ngcwabe was indicated as the person responsible for this query. I have not heard from her until today. What is the turn-around time for queries to be solved at standard bank? I have been calling the bank and no one is giving me a solution. Can standard bank refund my money? This is really annoying. I am not asking the bank to give me their money, that's my money that I worked hard for.