A/c no:*** - Bond registered in error/Refund

A bond was registered on my name in error. I only noticed when I received a letter of demand that I have not being paying my bond and that my acc has been handed to the collections dept. I immediately called their call centre and addressed my frustrations wrt the letter. The call centre agent said he will escalate the matter. A week later funds were debited from my acc to standard bank for the bond. I called the call centre AGAIN and was told that I need to log a request for the acc to be closed. To make matters worse I am a PRESTIGE BANKER with their institution. I then started writitng emails to the my banker and branch manager whom took a week to respond after my 2nd email explaining the appalling service I have received from Standard Bank team as a whole and how they are addressing my query. It is now 3 weeks since I have been requesting for my refund and for the bond acc to be closed. I personally feel that I have been ignored and thus am now considering moving my banking services to be moved to another banking institution, As Prestige Banker, we actually pay a lot of money for this level of service we are receiving yet they say the opposite on their company website.HELP