Pending refund from account closure

Good day standard bank, we had stokvel account which we closed at your Eastgate branch in July 2024 and requested for the balance to be transferred to one of the signatories whom is banking with standard bank. We were told the funds should reflect in 3 days and to this day we have not received. I (as a signatory) have called the call center to follow up and they could not help but referred me to the branch because its a stokvel account they said. I went to the branch over the weekend (Bopedi) and was told at least 2 signatories should be present to enquire (which is contrary to what the call center said). Please we need proof of transfer for the balance we had which is about ZAR3,500 BECAUSE NOW WE APPEAR AS DISHONEST TO THE GROUP. Would appreciate you feedback.