My money, not theirs

On the 2nd of August 2017 I gave a written instruction to the Riverwalk branch to close my credit card. This letter was emailed to the card division in my presence. The issue here is that I have a balance in the region of P13000.00 owing to me. I been complaining to the branch since then that I have not yet received my money. I then requested that the consultant forward the email to me in order for me to have direct access to the people responsable for this transaction. I have sent an email of complaint to them as well. I received no response. I then went online to lodge a complaint on the customer care platform. This was even more of a challenge as, even though you are on the Botswana platform, it wont accept a Botswana cell phone number, and you cannot proceed wiyhout entering a cell phone number. I entered my South African cell phone number and it accepted my complaint. I did receive a phone call a day later, which was the 24th of Aug 17, and was assured that the problem will be solved, and if not, I can phone them at any time. Today is the 29th of August, and I have not received my funds. This bank has become a faceless monster, hiding behind systems and right now I even consider them to be legal *********. This was not a loan application, this is a matter of my money that they are simply witholding from me. Was this a reversed matter, I would have faced legal complications.