Absa, the worst service ever, pathetic

I was sent an email from Absa Credit life approximately a month ago, informing ne that they have refunded me due to a technical error on their side. They refunded an amount to an account that I no longer use and have not used for many years. I was then requested to send my active bank proof, to which I obliged. I then followed up on the status of my refund a week later and was informed, twice, that my request was escalated to management. I called in a few days later and was told that I need to go into a branch as the refund was deposited to a semi dormant account. I went I to the Centurion branch and was assisted by a teller, who informed me that I need to sign some documents a d it would take 48 hours for me to get my funds. I returned to the branch 72 hours later and was then told I could not get my funds as I needed to complete fica. Why was this not advised earlier. I have been sitting I. The branch for 2 hours and people in management of the branch are walking up and down, helping others but not updating me. I have to go and ask the teller if anyone is going to update me on what is happening. Why does credit life just deposit to an account from which my debit order was never deducted? Can absa themselves not identify dormant or semi dormant accounts? Why does it take a month for me to get my refund? This is pathetic and unacceptable! Your management is pathetic and your customer service is unacceptable! Why was my active bank details required if you knew I had to go into a branch?!