ABSA's lack of response to clients requests

My client rmade a large deposit on her home loan BUT specifically requested ABSA that she did not want the home loan and flexi facility cancelled. Not with standing this specific request she was handed a form and signed it in December 2025. In January ABSA informed my client that ABSA has started cancellation proceedings. She, herself, went to the George branch of ABSA early January and again filled in the form very specifically indicating she does not want the loan cand flexi-facility cancelled. It is now a month later and as yet ABSA has not confirmed that the previous status of the account has been re-instated