un ecceptable service

this is on behalf of my daughter, her money was deducted from her bank account, by unknown long reference number, she got home she called std bank they transfered her to ***** unit she was promised to be contacted back once the investigation was over, 3 days after she received call from the unit to advise her that the investigation was finalised she would be refunded by std bank maximum was 5 days, until today not eve a single cent was refunded to her, im talking about a 3rd year varsity student when this happen she was writing her exams this has caused her not to do well in her exams, because of the stress and fraustration,

i am writing this complaint today hoping this will be resolved asap, my daughter is been in and out of std bank branches, sending emails and calling std bank but no one seems to know what is holding her refund,

i bank with std bank because i think of high of them, i rated this bank 5/5 to everyone, all my kids and my family are with std because i recommend to them but today im disguisted and disappointed with std bank.