Poor customer service

What upsets me is the lack of customer service and response time Wesbank has. On the 28 Feb I made extra payment by mistake. I then requested for it be refunded back into my account and I was told I needed proof that I have made 2 payments (which they can see in their system clearly) I then proceeded and sent the proof of payment and still to this day 3 weeks later I’m still waiting for my own money to be given back to me. I then sent an email to the complaints about this and then again I get asked to send proof which I have already sent about 4 times already. But just you miss you payments by a few rands then they want to chase after you and call you non stop but can’t do a simple thing like refunding my money back l. Note that’s it’s almost the end of the money and I still haven’t gotten anything back yet.