Standard Bank not Treating Customers Fairly

I lodged a query with standard bank regarding an account that was settled and then sold to an attorney firm. I lodged the query on the Standard Bank website 0n the 26th of August. I am given regular feedback but no solution. Standard bank owes me in excess of R20 000 which I simply can't get paid. They acknowledged in writing that they owe the money but it simply does not get paid. Since Friday it was going to be authorized but it has not happened.