Still no feedback!!!! This is beyond bad service n

Complaint was logged dated the 20/11/2015 regarding a double interest rate that was being charged to my account, Kim Davis from Fulfillment escalations sent me an e-mail to advise that the matter was referred to another Department with reference numbers *** for the account to be reconciled and if any refunds due will be refunded back into the account. Zeenath Husain from Complaints resolution was so suppose to come back to me and keep me in the loop about the complaint but with no joy as well as I have not heard anything from her since the 24/11/2015 when she intially responded to my 1st complaint logged. I have made contact with both parties, Kim Davis was contacted dated 04/12/2015 @9:14 and @9:19 and an e-mail follow up ws sent the very same day but up until to date no feedback has been given. I have had no joy whatsoever and feel that I'm the one wasting my airtime when I know the bank needs to calling me back regarding this matter. I'm just fedup can anyone or someone please get back to me!!!!!!