Standard bank delays refunds

I accumulated a negative balance of roughly 15k within months through debit orders bouncing due to no funds in the account as I had lost my employment ..while I was trying to make alternative arrangements to pay, tryied many times to tell the ppl at the branch to help me stop the account as iam trying to make alternative paying arrangements but the negative balence kept growing nd I was Made to understand that I can't stop its growth...cut the story short I managed to get funds to try Nd pay that 15k debt that accumulate from debt orders bouncing mind u not even an overdraft,that amount paid off that debt Nd there was a balance of around 6k which is due to me...no getting back that balance is a mission ...if its fair to charge a customer 15k so much for bounced debit orders why don't u make it easy for refunding process...I even open another account off which I will close once I get my refund..I was a made to believe that the easy easy for me to get the funds is if i have a standard bank account which I didn't anymore..So today i opened another account with u guys just to access my cash which the lady who was helping told me I should wait roughly 10 days ..