Urgent Refund rest

I am so tired of Standardbank and their unprofessional staff who always give empty promises..I have been calling Standardbank since from the 25th of May 2020 for my refund but I am not getting helped.today I called them again spoke to Jennie andrews from debt care centre around 9:45 and she couldn’t help me and I asked to speak to her manager and she told me that the manager is not available but she’s escalating her manager (macheline sacks) to resolve my query before end of business day today and Andrews promised that before end of Business day today her manager will give me a call and it’s 20:10 now and I have not received a call..I am being send from front and back for the mistake that was done by one of their staff and I will not suffer for a consultant or a manager who doesn’t know their product mina all I want is my refund since I was promised that I will not be debited since I qualified for a payment holiday!