Horrid Service from African Bank

Good day, I'm hoping somebody from African Bank will respond with proper feedback. My mom had a facility with African bank and in May she went into debt review. African bank kept on deducting money even after the arrangement had been made through Debtbusters. on the 26th June 2021 i even helped her send an email to Insurance Claims and ABDocs email addresses for African Bank. That was based on the instruction from the branch we called based in Protea Gardens. My mom then went to the Southdale branch on the 30th July 2021 as no feedback was received. She was promised that the refund would be in her account the following Monday. She went back on the 3rd August 2021 to the Southdale Branch to enquire and was told that they can see the refund on the system and it is being processed. She then went back on the 5th August 2021 and was then told by Jeffrey Mashoka that it would take 72 hours for the refund to be processed. Here is where it get shocking. Jeffrey told my mom that according to African Bank 72 hours is calculated based on the hours they work. In essence this equates to 11 days? Never in my life has 72 hours been calculated in this manner. Can someone please resolve this as it is negatively impacting her financially and the fact that she is on an oxygen machine and cant keep getting my dad to drive her around to resolve this matter. Decide what 72 hours means and communicate properly with your customers. Don't take advantage of them because they are old and frail. You are also more than welcome to contact me if you see fit.