Failure to resolve banking app issue on Home Loan

On the 9th July i logged a ticket , ref ***, querying why the notification for cancellation of bond, done via Std Banks app, was not reflecting on our account. The only notification that is on record is from the bond cancellation attorney who did so at a later date. This is resulting in a penalty now on our bond cancellation. 3 weeks later, i still have no resolution after numerous calls to the bank. The department in question is never available. This has been escalated with no response or resolution. The bank is quite content to rob their clients of money and not respond to them to help resolve the issue. Clients must use the banks tools, in this case the banking app, to transact but when the tool fails, the bank uses avoidance as a tactic to not resolve the issue. Maybe its time to escalate to the Banking Ombudsman?