The Bank that doesnot honour their promises

I filed a complaint against STD on the 17 February 2016. Numerous promises where made by various personnel to have the matter resolved. One promised to contact me on Friday 27 Feb and that was Zorhan and she didn't contact me even after two follow up emails. Olla was so confident and at times arrogant in outlining STD's ten day turnaround time after the initial complaint was launched. It's been more that those ten days and I'm yet to get the original documents that STD claimed I signed for a life policy. I did warn them that I do have my own life policy with Nedbank and asked them nicely not to debit my account with the policy fee until the matter was resolved but they went ahead and debited my account for a fee which I later reversed. They have not debited me for the life policy which they claim I signed in 2014, they all of a sudden want to charge me *******ly. I will be surprised if they do contact me about the matter judging by their current conduct.