TymeBank not reversing money

its been almost 2 weeks since I've logged my issue with Tymebank yet I haven't heard any response from them at all. I've tried to call them but it took almost 15 minutes to get to a consultant. the consultant told me that there is nothing I can do other than waiting for wednesday 18th this week, which has already passed and no one is calling or sending any emails to tell me what is going on. could be best if I knew what is the holdup in this situation. all I wanted them to do was to reverse the money I've sent to my other bank account yet never reached the destination.