Standard bank, pathetic customer service

I have sent 2 communications through to Std bank in January 2015 & on the 15 march, requesting my fully paid bond be cancelled & the debit order coming off my account be stopped and all money due to me be paid back. Despite this, I had still not received any response in January/February. I am now advised after the 2nd correspondence has been sent that the bond will be cancelled. I will however have to wait for another 3 weeks before the money I have paid is reimbursed, but this is also not a definite. Why should I wait for money that they owe me, when they are the ones not actioned my request. Further to this I requested a further amount on the bond which was declined because my rental investments were not considered enough of an income, yet they still continue to deduct the bond amount which would have covered the new bond. seems I can afford it if they so happily still deduct my account. Definetly stay away from them, their processes and administration is terrible. I am also waiting for the insurance to be cancelled which I initially requested in September 2013 when I decided to take out my own insurance on the property. I have now paid for 2 insurances. will they ever sort this