Will have to speak to the entire bank just to get assistance

Been making contact with the bank for the past 3 weeks regarding a refund on my virtual card. And for the past 3 weeks, no one is able to assist. Spoke to a person by the name of Gugu, who was actually the only person who was sincere when I explained to her what I was dealing with. She confirmed with her manager, Nadia who advised her to give me details for the Tutuka support department. Same time, I sent the email to the Tutuka department since they are the ones dealing with virtual cards. Following day, I received an email from Tutuka support with details for standard bank to assist me. In the past 3 weeks, I've spoken to, Chantelle, Tebogo who put me through to the Tutuka department and Michael from that department told me to call standard bank and tell them they are not dealing with such queries. I've spoken to Lucky who didn't even bother to call me back when the call cut. I've been answering those lengthy security questions and I've been put on hold for assistance for more than 30 minutes. To no luck. Why do they promote a product that they cannot assist with? I just need my refund that's all