No service to process refund for 3+ weeks

I incorrectly transfered money into my wesbank account for my car. I rased a tickets for a reversal on 9 Jan. 13ths Jan i received a mail requesting POP which was sent on same day. only on the 19th they inform me that they cannot open the attachement. Which i resent on same day. only on 30 Jan do they acknowledge the mail and inform me it will take 48 hours to validate. today is the 3rd day and i still have not received anything. there is no sense of urgency, no customer service whatsoever. Multiple follow up with no response. reference number provided is 614703. Bad service and no idea when my refund will be processed 3 weeks later.