very frustrated standard bank customer

I am still waiting for a response from standard bank after I made a complain of a double deduction which happened in Pick n Pay on the 02/05. I called standard bank several times and have spoken to about 11 consultants and went to two branches but still no response. The money was supposed to be refunded today however the is no sign. I complained to Pick n Pay and within two days they responded however found that the money is with the bank and pending. So I am really, really frustrated with the bank, this is my last resort now.