Pathetic Service

I am utterly disappointed with the service I received from Wesbank, I settled my car in Sept 2015, used the reference number that they provided on the settlement letter paid R201 for the transaction, and the money returned. I called them and they said Standard Bank doesn't recognise that reference number, gave me another reference to use, I had to transfer the funds again and pay an additional R201 because of the incorrect reference they provided. When I asked for a refund for the second transactional fees incurred in Sept already, I am now told after more then a month that the refund was not approved. This kind of service is unacceptable on all levels. Why should I incur additional costs due to their mistake.