Disappointed ABSA homeloans process

ABSA homeloans. my secondary bond account, was settled with a credit balance in my favour. I was told by the homeloans division I need to go in to the branch and give instruction to close the account and transfer the balance in to my cheque account. This was duly done at ABSA Valhalla branch on Saturday 5th of may 2018 , after consulting with Pranitha Ramchander. Two weeks later (today) I call homeloans for feedback since I have not yet been debited. According to them no instruction was given up to today. I thus emailed Pranitha for feedback. She just acknowledged receipt of my mail but does not reply. How many times do I have to go in to the branch to have a simple matter settled? This is unacceptable, I refuse to pay further admin fees due this account still being opened.