Unresolved query for the incorrect debited amount

Good evening Hello Peter My name is Nosipho Tshabalala Id number on the 23rd September 2020 I called standard bank credit card to make arrangements and I spoke to Ntombi and I explained to her that I no longer have incentive and overtime due to the pandemic and as a result my finances were not ok, she then advised me of the amount I’m currently owing and I made arrangements with her for standard to debit R1500 on the 25.09.2020 but instead standard bank debited R3 995.32 and I called standard on the very same day to inform them that they debited the incorrect amount and I spoke to Kgomotso who advised that I was supposed to call 3 days before the debit order went off to make R1500 arrangements, I explained to kgomotso that the consultant (Ntombi)I spoke to didn’t inform me of that hence an arrangement of R1500 was made, kgomotso then advised that the debit order that went off hasn’t updated as yet and he said I should call ***on Saturday the 26.09.2020 for same to be reversed.

On Saturday the 26.09.2020 I called the number and I spoke to some gentleman (couldn’t get his name is this whole thing is stressing me up) and he advised that the money will be in my account in 3 days and he also confirmed that he sent an sms regarding my query.

And after I spoke to him I checked the sms he sent which was sent on the 26.09.2020 at 09:14am on my cell number *** which is as below:

Standard Bank: Service request no. *** due on 01.01.2020 is now open. Queries? ***.

I checked my account today and same hasn’t been rectified and I called standard bank this morning and I spoke to Fikile who confirmed that the extra money debited by standard bank will be released this evening and as I’m typing this...the money is still not in my account.

I’ve been with Standard bank for many years and I’m highly disappointed with their current service , while I’ve been giving credit and compliments where it’s due..I’m Planning to move to the bank that treats their customers as king and delivers when mistakes are made. In this case I’m stressed as I haven’t paid my daughters fees due to this unresolved issue.