Terrible customer service

Absolutely ********** customer service from Wesbank! I paid the full settlement fee for my car last month, but car installment was still deducted from my account. I requested a refund on their website and received an email saying that someone would contact me within 3 - 5 business days. It has now been well over 5 business days and still no feedback regarding my refund! Absolutely no answer to the multiple emails that I have sent, and I have been on hold on their customer care line for over an hour with no answer! How is anyone supposed to receive feedback regarding their requests? Shocking!