Terrible Service: Bond Cancellation

I have since September struggled to receive direct and transparent feedback from Standard Bank Home Loans and the Home Loans Cancellation department. I have requested how the early cancellation figures are calculation and a copy of the clause indicating that cancellation period of 90 days need to be served and if not, same will attract penalty fees. On my request I received this reply; "The notice period is for a duration of 90 days and your notice was set on the 18th of September and is due on the 16th of December 2019. The cancellation process kicked off from the 20th of September. **** attorneys were assigned for your bond cancellation and their contact details are *********. You are required to serve the full notice in order to get the full refund. I have requested to speak to Ms F Ntsele with no revert. I will approach the NCR and Banking Ombudsmen if no contact is made with me before close of business today.