*****ing money from cheque account and Terrible client service

I opened a ***** case with the bank at the end of February 2020 this year as there were transactions on my account which I did not authorize and which I did not perform. My card was stopped immediately and I went to the bank on the same day to get a debit card. From the day I logged the ***** case, no contact was made by the bank. On 19 June I realized that another amount went off my account. I contacted the bank and informed them. The lady I spoke to, informed me that it was an error on the banks side. The bank was supposed to deposit an amount because of the ***** case but they instead deducted it from my account on 17 June 2020. I was then transferred to another lady in the ***** department who confirmed that the bank erroneously deducted an amount and that she sent an urgent email to the relevant department to return my funds. I was informed that they would contact me by close of business on 19 June 2020. On 23 June 2020, I visited a branch and spoke to a consultant. She phoned the STB ***** dept. I spoke to a gentleman and he also promised to send an urgent email. A week after the deduction by the bank, The money was still not returned to my account and neither was the amount for the *****. I am disappointed that such a big institution cannot correct their errors and provide acceptable customer service. What happened to treating customers fairly? One would think that such an error can be resolved swiftly, especially since it was the banks error.