turn around times for escalations

A debit order was processed by home loans (06/11/2015) after the bond was cancelled (04/11/2015). Cheque account was closed as I had no use for it 16/11/2015. Home loan a/c was closed 19/11/2015 and instalment amount reversed to closed cheque a/c. Since then I have made numerous visits to mall@carnival beach, made numerous phone calls. The matter has been escalated several times and even by the branch manager. Strangely to date I have not received one telephone call from home loans and not one response to any one of many service request numbers. Strange also that the service request numbers get resolved??? ...I am still waiting for my refund.