Shocking experience for a newly established bank

I had a refund that was paid to me by a third party provider. I was forced to cancel my card and get a new card in the process- one day my smart shopper just stopped working. And between the bank and smart shopper divisison- nobody could figure out what had happened and just kept passing the buck. Anyways, the payment was made to my account, using my old card number. The third party has since confirmed that the money did not come back to them. A consultant emailed me (almost a month ago) to say it had been escalated to the relevant department. When I followed up again a while after, I received the exact same response. This is such a hassle and super annoying. I do not have time to contact the call centre. And nobody has contacted me. This is the most shocking experience I have ever received from a bank!!!