Withholding my refund

Absa make it so difficult to get your own money out of your bond. We deposited a lump sum into our bond to settle this, and then tried to get the excess amount back (an amount that in no way, shape or form belongs to ABSA) and they are making this the most difficult process. We called on Friday to find out the process and in the course of a day, received four different versions of how this is to be handled. No one can give a direct answer. No one seems to actually know what is going on. We now have to go into a branch (being 8 months pregnant, thanks ABSA) and deal with someone who is likely to know even less about the process then the actual home loan department knows.

I am so tired of ABSA's incompetence, they have an attitude that they are doing us a favour and do not treat us like paying customers. They do not try and assist, palm you off to another person when they no longer feel like dealing with you.. and spend a fortune on rebranding and making up words instead of conducting customer satisfaction surveys on where they can actually improve their user's experience.

This is one of the many reasons we have decided to move all of our accounts away from ABSA. Why can i do EVERYTHING online and telephonically with other banks, while ABSA still conducts business like its the 1990's.

Absa now hols R 50 000 of mine that does not belong to them, it is not earning interest and they are making this a nightmare to try and retrieve.