Shocking customer service

I have been begging Wesbank to cancel a warranty plan from SA Warranty. After months of begging Sa warranty has informed me that they have returned the funds to Wesbank. However wesbank keeps insisting that they have not. Whenever I call them they tell me they have escalated the issue and will get someone to contact me within 24 hours but as you would expect they never do. I've never dealt with such gross incompetence in my life!