Worst service from Standard bank

I'm having the worst service from Standard bank ***** devision. Reported an insedent on the 14th of January 2023 and was told that they would come back to me within 7 to 10 working days. On day ten I started calling them for feedback and all the call Centre can do is to send a mail to the ***** department to escalate the situation. You cannot talk to them directly. I have phoned them everyday since then to escalate, I have emailed them. I managed to get the email address for the management of the ***** department to mail them directly aswell and still nobody has come back to me. It was alot of money that was taken out of my account that I desperately need back and it feels like nobody cares. I cannot handle bad service like this. When this is all done, I'm changing banks.