Appalling customer service

To start, I am owed a refund for a fee that was charged incorrectly from Wesbank side, and when I called the number provided, they said my refund should be received within a week. No proof of payment or payment notification has been received on my side. I called a week later to query the progress of the payment, but the phone number just kept ringing and ringing. After about 45 minutes of waiting for "a consultant to be available" I gave up and sent an email to the email address provided (***), but the email bounced back. I then sent an email to *** (and *** CCd in the email) but still haven't received any response from them. I called the next day to find out what is going on. The consultant informed me the payment has been processed the day after I initially called. However the payment was made to the incorrect bank account. I was told the team leader or supervisor will call me with feedback, however I haven't received any feedback. Today again I tried calling multiple times to find out what is happening, but the phone kept ringing for about an hour before 'a consultant' answered the phone. Needless to say, they still have no feedback.

It takes days to get response on email, and the phone rings for 45 minutes or more before someone answers.

When calling them, the voice recording states Wesbank is "the home of stunning customer service" - in my opinion, this is false advertising.

Support from FNB and Wesbank has gone downhill. Pathetic.