Mortgage cancellation process

Terrible experience with the home loan cancellation process. The refund form was rejected because only one of the joint mortgage holders' signatures was present, so we filled out a new form, updated the banking details, and got both signatures. I was assured it would take a maximum of 5 working days to get the funds paid into the account. 7 business days later, I phoned to ask what was going on with the process and was told they hadn't received the form. Then, after I received proof from the lawyers that the form was sent to the ABSA representative. The next day I phoned again, 8 Business days later. I get a different message from support stating that the previous day the refund was paid to the lawyer's account. On the 9th business day, both the lawyer and I tried to correspond with the Cancellations department and were told the payment was made to the account specified on the document that ABSA rejected because of a lack of signatures. How on earth do you make a payment to the account that was on the form that ABSA rejected?

Now I must liaise with the person to get the money from them, when this was a payment error made by ABSA!