Taking customer for granted

I log a service request 2 weeks ago, after experiencing speed point payment problem. The money went through on my side, but gave an error on the service provider side. I had to pay the service provider cash. Trying to recover the money has been a mission impossible with standard bank treating me like is not my money. I have to call them on a daily bases with my airtime and every time they say they are escalating or investigating the matter as if it's a piece of document while it's money I need to use. At some point they even tell me there is nothing they can. After this I don't want anything to do with Standard bank anymore. This was suppose to be an urgent matter, and I do believe it takes few calls or emails to involve stakeholders, and it's resolved but it has been two airtime spending week for me as they don't even call me back for an update.