Poor service

On the 02/11/23 I consultant at their Sunward Park (new market) market Branch about the money which was deposited by SARS on my old closed account which never bounced back to SARS as it normally does if account is closed. The consultant was helpful and he escalated my query to the relevant department (missing funds department) via email (***) and we got an electronical response wherein it gave the reference number and that it has been sent to a consultant for attendance. I was informed that they normally takes three working days and now it been over three weeks without any communication. The ref number is C-***8