No feedback or response from Standard Bank

We unfortunately have a bond with Standard Bank, when we app**** we were told an additional amount would be registered and we would be able to access the amount after a year, so on the 13 of June we went to the branch and app**** to access the amount. We were told we would get feedback after 9 business days, today it was 10 business days already and Standard simply decided not to get back to us. Of course now that I have lodged a complaint here we will be turned down but we need feedback as they undertook to give feedback, since we bought the house we have received pathetic service from them, and that continues.