Extremely poor service from Standard Bank Home Loans Services

After being a Standard Bank customer for so many years, I am appalled at the service that I have received from their home loans division.

I app**** for an access bond which was granted. I then transferred R30 000, over and above my monthly installments, into this access bond with the aim of accessing this amount at a later stage. The time came to access these funds and they were not available for some reason. I queried this and this was the result:

14 August 2017 at 00:23 - Email query sent to prestige banking team who promptly forwarded my request to ********** Thank you Sheriline Martin for quickly forwarding my query to the correct place, by the way. 14 August 2017 at 09:12 - Lance Fry from Customer Contact Centre E-mail Unit responds requesting me to verify my details via email. 14 August 2017 at 14:17 - I respond with the requested details. 15 August 2017 at 15:04 - Lance Fry responds thanking me for the verified details, provides me with case number ********** 459 and informs me that it will take 3-5 business days to revert with feedback. At this point I wonder why it would take that long to answer why I cannot access the funds that I transferred. 18 August 2017 at 09:04 - I follow up on progress as I need to access the funds which are currently inaccessible. 18 August 2017 at 10:36 - I get the following email from Bronwyn (no surname was provided): "As per your query in regards to the available funds, please be advised that the available funds balance is correct." At this point I get really annoyed as no explanation was given as to why the funds are not available, only the unhelpful one-liner is provided. 18 August 2017 at 10:46 - I reply to Bronwyn's email stating that her response is not helpful, but my email is rejected as "The maximum message size that's allowed is 0 KB. This message is 40 KB." 18 August 2017 at 10:49 - I send an email to ********** informing them that Bronwyn's response is unhelpful and I request that whoever replies next use a little bit more effort to resolve my query. I restate my problem and indicate that I believe that the available funds balance is INCORRECT. 18 August 2017 at 10:50 - I receive an email from Standard Bank indicating that my case ********** 459 has been resolved. 18 August 2017 at 10:58 - Even more annoyed, I send another email to ********** stating that my query has NOT been resolved. I warn that I will escalate this matter and request a response the same day. No response is received. 19 August 2017 at 12:15 - Moira Meyer responds to the email where I followed up on the progress of my query and states that an email was sent to me on 18 August 2017 at 10:36 AM. This response obviously did not help me either.

I am shocked, I really am, at how long it takes to get a query resolved. As it currently stands, my query is still not resolved and I still cannot access my money.

What will it take to resolve my query, Standard Bank?