Delays in Credit Refund Claim

After settlement of my African Bank account *** I received an SMS notifying me the account is in credit with R699.24.

I requested refund claim made on Thurs 02 Nov. at your African Bank St George's Mall Branch. When I visited the Branch I was told it was not necessary to hand in my bank statement and ID since I came into the Branch to request this claim - my claim has been submitted and to wait 72 hours for the refund to be processed.

When I contacted your customer services desk on the 8th, I was told that I still needed to provide you with my bank statement and copy of my ID.

Which means that almost a week was wasted visiting your branch to assist in this request?

I then proceeded by emailing my Nedbank account statement and certified copy of my ID to your customer documents email + credit refunds dept.

This morning, Friday 10th, I followed up again and I was told this requested is being escalated because the documents have been uploaded- but the status of refund has not been updated yet.

How long is this still going to take?

I understand processes - but this should have been resolved when I visited the branch in the first instance.