Standard Bank inconsistent

I have a bond with Standard Bank for vacant land. Such bond does not have an access facility and neither can one request a re-advance. However, I deposited an additional amount of R10 000 in October 2018. I did this to be able to access this amount should I have an emergency. I have been trying to contact Standard Bank for the past two weeks telephonically. Anyone who has tried to call Standard Bank will know that you have to listen to music for extended periods before you can get a response. I then sent an email. I only received a response after three days, advising me to send a letter requesting a refund. I sent the letter immediately. The next day I received an SMS from Standard Bank telling me that they do not refund funds that were deposited in 2018; I must apply for a re-advance. No explanation is given why these funds cannot be refunded and why I should apply for a re-advance because I will not qualify for it because my bond is for vacant land. I am also disgusted by the fact that they simply send a dismissive SMS, yet I have been communicating with them via email. All along they have been giving me the impression that I can get a refund. At one time, I wanted to take a break from paying the instalment. I asked Standard Bank to transfer the excess funds into my bond account. The response I got was that that cannot be done; the money must first be sent to me then I must deposit the money into my bond account, I found this so backward. They did not say I cannot access those funds. Standard Bank is dismissive and you wont get the same answer from different consultants. So much for MOVING FORWARD!