Enormous frustration finalizing account opening

It is unfortunate that one has to resort to HelloPeter in order to get a basic service from Standard Bank. I have 2 bond accounts and recently opted to have extra payments I made over the years on my bond (***) paid back to me. After speaking to one consultant 4 June 2021 (ref No. ***) I was advised to write a letter to *** to request a refund only for them to come back and say they cannot see any extra payments in the last 6 months after I SPECIFICALLY told the agent that it is for payments here and there since 2017. Phoning again (9 June 2021) they told me to change to bond to an Access Bond for me to get the money back. Before we could conclude the line got cut off. The agent would not call me back even though she had my number. Poor services in itself because now I would have to phone AGAIN and explain the whole story to a new agent. Doing so on 10 June 2021, I proceeded to change the bond to an Access Bond only for the consultant to tell me at the END of the 30 min call that I must open a Standard Bank account to get the money back. At this point my blood is boiling because why do I need to open an account that I am never going to use. The bond gets paid from FNB, with that there is no problem. Consultant told me she will have a sales agent call me to assist in opening an account, still waiting for a call. I proceeded to download the app and open an account myself from there (Acc No. *** was apparently created). However I cannot Sign in on the app as I need to enter a card number, which I do not have. I have received no updates on the card collection/delivery progress etc. Tried logging onto internet banking but keeps on giving me an error. Emailed the general queries section, no response. Got an SMS thanking me for showing interest in a transactional account and to respond to the SMS to continue. Did exactly that and still no response. What must I do in order to get this sorted. This is probably the worst service I have ever received even before being a client. So glad I did not change over my account to Std Bank when they wanted me to during my bond approval. Pathetic