Unreliable service

Has a loan which was paid up in full they debited the following month went to the bank on 13/05 was given a ref ********** 176 and told my refund will be done in 48hours on the 17/05 I called in was promised that the due date was Monday 20/05 called on Monday was promised my money will be in by 17:00 ,it didn't happened called again on 21/05 was promised that I'll receive by the end of the day but up until now I haven't been refunded ,why should I beg for something that due to me ,if it was me owing I would be harrased and threatened ,I want my money and never doing business with standard bank again.