Terrible customer service to clients

Wesbank has sent me an SMS stating that there is a facilitation fee that needed to be refunded to me. I have requested for this to be done on the 3rd of March. they advised me that it will take between 5 - 7 working days. I then called back after the given time and they advised me that the money had been paid to me but it hasn't. I have to keep calling everyday for a follow up as today is the 18th of March. All they can tell me is that the issue has been escalated. I requested for a manager to call me but to date no one has called or given me an update as to when my money will be paid.