Refund Process is extremely Frustrating.

We have sold our property and it registered in the beginning of October 2022. The bond attorneys have done a settlement and in addition, Standard Bank took the bond installment off my account at the end of October, even though the account was already in a credit balance on 13 October 2022 already.

I called Standard Bank on the 26th of October (Spoke with 2 Consultants), received a reference, and logged a call to proceed with the refund and close the Account. To date it is now 4 November and I have not received a refund. I called Standard Bank and now I get told that I have submit a letter to request the refund as it is a joint account. I want to know how and why this wasn't communicated to me initially.

I have now sent through a letter but I require Standard Bank to urgently process this refund now.