Standard poor service

The following complaint has not been attended to by standard bank. On 21 August 2020, standard bank only told me that my matter "will be addressed as a matter of urgency" but since that day no one is attending to my matter. Kindly assist and refer to the following complaint for further information:

I'm so disappointed with the poor service of standard bank. On 19 August 2020 between (19h30 to 20h25), I played lotto using standard bank app as I usually do. The transactions were not successful yet I had funds in my account. So, I continued playing and transactions were finally successful. However, few minutes later standard bank sent me messages saying that the transactions were not successful whilst they had deducted funds from my account. On standard bank mobile app, the transactions appeared as if they were carried out on 20.08.2020 whereas they carried out on 19.08.2020.Today (20.08.2020) I contacted standard bank***) to find out what the problem was. I spoke to three consultants since 11 am but still my matter has not been resolved. The first consultant said that standard bank will refund me on 27 August 2020 and she said she will get back to me regarding further assistance and she never contacted me again. The second consultant said she will consult with her supervisor and get back to me but she never got back to me. Worst of all I was informed that they would send to me today(20.08.2020), the tickets that I purchased yesterday (19.08.2020) for yesterday draw which is bizarre because the tickets cannot be issued a day after it was purchased and a day after the draw. The last consultant said a request had been made regarding my matter and I will be refunded on 31 August 2020. I could not play lotto yesterday(19.08.2020), I can't play it today (20.08.2020) and I won't be able to play it in 11 days to come, simply because standard bank is not prepared to refund me anytime soon.

Regards Sithabile Mlambo