Terrible service . Money not reversed . No feedback from staff

Needed to be refunded for a transaction I made an online purchase using my virtual card . The supplier cancelled my order due to no stock and advised the bank needs to refund me bec I used a virtual card. Called up standard bank was transfered 5 times they kept putting me though the wrong department or on hold . Eventually I was assisted by Bongani and Constance from JHB Sandton contact centre who told me they are escalating the matter to the virtual card division and I will get my money back. They also promised to call me back but no money has been received neither a call back to relate the status of what's happening they acknowledged that the money went off my account . Terrible service from the contact centre . And the bank Iv been banking with for years .