POOR PERFORMANCE

My mortgage bond is paid in full and I have a credit amount on my account. I went to ABSA Clearwater Mall to withdraw the funds from my account. The lady at the bank connected me via a phone call with the bond department. The lady advised that she will forward me the necessary documentation to complete with supporting documents. Which was attended to immediately. I was advised that I will receive my refund within 7 - 10 working days. Now that I am querying my refund I'm being told I must wait for the cancellation attorneys to cancel my bond before the bank will refund me. I have contacted the cancellation attorneys requesting the necessary documents and information - Noko Inc. attorney's contact number ***. I have received no response from them as yet. I cannot see why I must wait for my funds seeing that I was informed incorrectly regarding the refund. Why must I wait for attorneys who do not keep up with the SLA of the bank to do their work? The bond could have been cancelled by now. Why must I wait for the cancellation attorneys? I have first-hand experience when it comes to bond cancellations as I am attending to bond cancellations myself with other institutions. I have also consulted with other institutions who advised me they refund the clients should there be a credit balance on the account. Should I not be refunded immediately I will refer the matter to the Ombudsman.

It is because of poor performance that I have closed all my accounts with ABSA Bank after 42 years.

Thank you.