Standard Bank's incompetence

I settled my home loan account on the 2nd June 2021 and received a letter confirming that. My account was subsequently debited on the 28th June 2021. I called to find out why an amount of R15 000, which was my monthly installment, is debited from my account after the account is settled. I was informed that its because it is an arranged amount and not the actual loan instalment amount.

I was also informed that in order for me to have the funds reversed I must write a letter to Standard Bank requesting the reversal of the funds. I also received an email indicating that on top of me writing a letter I must also submit a stamped bank statement indicating the deducted funds since the money has not cleared.

According to me this is Standard Bank's fault. The bank's systems or employees were supposed to act on this settlement. This is poor service and I expected better professionalism from Standard Bank.

An apology and a quick refund would have been the right thing to do to rectify Standard Bank's fault.