Standard Bank Homeloan - where is customer service????

Good day, Standard Bank Homeloan's service is so poor and unsatisfactory. Three months has lapsed since I request my bond be converted to an access bond, of which i received confirmation via email and text. However I cannot access my funds to date. Even during covid and remote ways of working it surely does not take 3 months to resolve an issue? I have called their contact centre 3 times with no positive feedback. Last try, I emailed their contact centre on the 12 April 2021, received a reply on the 16 April 2021 requesting more of my personal information and to date no reply. Email was from Andries Potgieter - Customer Contact Centre Email Unit. This is service is so ridiculously poor, I cant even find the appropriate words to describe the pathetic service.