Waiting for feedback since 3 March 2015

As the bank required I made arrangements with them to settle my credit card by making monthly payment of R200-R300.On 2 March 2015 the full outstanding balance of my credit card was transferred from my cheque account to my credit card,which was a day or two after I have transferred the agreed few hundred rands.As this happens every few months, without good reason,I called the call center to arrange for a refund,as I did in the past as I am unable to purchase food,etc,which is normally done after payments to debtors.The Bank confirmed that I have made an arrangements,honored it and confirmed telephonically and via sms that the refund will be processed by no later than 16 March 2016.I day or 2 later I received a paid up letter in stead of the refund,as requested. I called back to enquire whilst Cleodene, team leader, assured me that the letter was a system generated letter to the before said transfer and that she will provide feedback wrt the transfer but according t o her knowledge, the transfer should go through as per sms confirmation,no later than 16 March 2015. On 16 March 2015 I have not received a call back from Cleodene. or my funds.I call them daily and still no feedback...