appalling service

Yet again we dealing with appalling service after 3years we have ourselves with having to go back and forth. My partner Thandi Kearabetswe Mogodi was due for a refund which was paid to an account that was recycled now supposedly belonging to a company which according to Bankmed that company has not returned the funds. Surprisingly Her employer Standard bank has been using update banking details for the past 8years. I am very appalled by agent I spoke to by the name of Veronique who kept on emphasizing that she needs to investigate from agent dealing with query yet I was adamant that I need to speak to a line manager because on the 28/11/2022 agent who called us said by the 7/12/2022 funds will be refunded. I then called earlier was told they will call back my partner until I called with her and we were told a refund needs to be made by that new account holder first meaning we have to wait lord knows till whenever. My main issue is looks like your agent do not know TCF(treating customers fairly) is now an Act, I mean if by Thursday, today after the 7/12/2022 someone should have called to update about delay not for us to call and be assisted by *********** agents