No feedback from Vehicle finance department

I have been a happy customer of Standard-bank over the years as STD bank always finances me when i need finance and i have had good service over the years. However for the past 2 weeks i have been getting bad service that has really frustrated me. My car was paid off on the 26th of February, however the money i paid in access has not yet been refunded. Each time i call i am told that they are sending queries to close my account. I have received an SMS saying my account has been closed however i have not received the access funds yet. What frustrated me even more is that after a very long time of following up i called the vehicle finance yesterday (around 14:07) and spoke to a lady called Simonne (who spent more time putting me on hold than talking to me), besides having lack of empathy and telephone etiquette, she was unable to help. After 20 minutes long conversation then she tells me she is a trainee. I have also sent emails and i was told on one of the conversations that the turn around time is 24 hours, No one has called me yet. <br> <br> All i wanted to do was get refunded my access amount and change the debit order date for my newly financed vehicle. <br> <br>