Standard Bank takes more than 2 weeks to refund customer after account is paid in full! Still waiting

Standard Bank VAF still has not refunded the credit on my account, OR sent me an email to say that the account is paid in full and I can collect my vehicle papers and log book.

Its 2 weeks now that the bank is still earning interest of the credit owing to the customer, that they have already charged interest over several years paying for the vehicle?

So where is the customer centricity in all of this? No paid up email received, no notification to say collect your vehicle papers, and a 2 week delay in refunding the customer?

Now if anyone missed a debit order OR missed a payment date you would have several call centre staff calling everyday after the missed payment? Is the same courtesy not due to customers?

I don't think the Ombudsman or Customer Protection act would call this professional behaviour by any means...

Why have systems, processes and procedures in place when the customer is not at the center of it all? 4th Industrial revolution and still no customer centricity, no customer value add, no customer EVP.