Bad service

I have been requesting a refund from my closed cheque account since last week. I sent an email to ********** on 7 Nov 2018 so that my money can be transferred to a different account from another bank and I never received a response till today. On the 9th Nov I went to an absa branch and was asked to open a new savings account with absa and have the refund transferred to it within 24 hours. It's been over 48 hours. When am I going to receive my money?