***** Claim Refund & Poor Branch Customer Service

I am reaching out to ask for your assistance with regards to a ***** claim that has been outstanding for almost 3 weeks. Because I am currently out of the country, I asked for my Brother to go to the Boulders (Midrand) branch to get assistance and he was at the branch for almost 2 hours with no assistance and he was told by the branch manager that it not their job to assist him, he has to wait until someone from the ***** department calls me (I have been waiting for a couple of days for this and in desperation I asked my Brother to go to the branch). I understand that the amounts being queried are smaller than a grain of sand on the seas**** when it comes to the bank's bigger picture, however, this is having a negative impact on my finances as I cannot use my account to process any payments which is another problem as we're approaching month end and I need to settle my bills. I am out of South Africa right now, I am available on ***.