Horrible customer service

Went to Standard Bank Greenstone Mall on the 6th of August to close off my access account, and there was a certain amount in that account. I was assisted by Koena Moraba, who advised that I should give 7 days' notice so that I can get all my money, and I agreed. Within the period of 7 days, I received a notification showing that the money was out of my access account and the access account disappeared from my app, but the money was not in my main account.

Then I went to Greenstone and told Koena, he then said to me he can see the money hanging, so he will have to send some documents to some department so that I can get the money, and he even asked me to sign a document, and I did. Yet I haven't received my money, and when I called Koena to check what went wrong, he sounded very impatient. Then I called customer service and explained what happened. Customer service called him and came back to me, saying that Koena said he would do a follow-up and call me, which was on the 4th of September. Koena didn't even bother to call me, and to me it seems like he doesn't care about that money because to him it's like it'sn't much but to me it's a lot.