Communication is non-existent

My husband and I are under Debt Review and have been paying our Debt Counselor for several years. My account with Absa has been in credit for probably a year (maybe more). Absa have notified me about a credit on my account and which documents are required to release the refund to me. I submitted these documents and received notification from "Distressed Client Services" that all was in order and the refund would be paid within 2-5 days. When that didn't happen, I notified them and got no response (other than auto acknowledgment of receipt). I sent a 2nd mail a week later. I only received a response about a week later to advise it was being investigated. It's been about 3 weeks since then and I've not received the funds nor an explanation. I'm glad Absa closed my account. They are by far the worst bank ever. Their communication skills are zero. The speed with which they "investigate" is **********. If I ever had to open an account again, I would steer clear of Absa. Having experienced real banking, I can easily say that Absa do not care about their clients. No wonder Capitec have the market share. Absa could learn a great deal from them.