standard bank service

contacted standard bank on 11/10/2022 re cancelation of bond after i entered my intention on the app. came back to me after two days - matter was referred to home loans they will contact me directly. today is the 18th with no feedback to date. this after being a client for 55 years. the bank is dysfunctional in my opinion. the only response you get from them is an apology after apology.