Worst bank and service!

Last year we bought a new house. We had a banker that was in the process of moving us over to Standard Bank. We had a home loan with Standard Bank and advised her that we want to give notice to sell the property. No feedback received. A month after, another Standard bank employee advised we need to call the bank call centre to advise that we are selling. This was done and a reference number received. The transferring attorney advised 2 months later to call the bank and ask for an extension as we are waiting on the deeds office. We called the call centre again and were advised no need to extend as there is 30 days grace period. The house registered 2 weeks later. On the payout from the bank, Standard bank kept over R22k due to penalties etc. Since last year September I have been asking for feedback and received feedback 2 weeks ago that we did not notify that we are selling. Firstly we have given notice via Portia the banker who until today did not respond. We called the call centre twice and have a reference number. I want my R22k back! It has been over a year now and only 1 person responded. This is terrible service and I will never bank with you, even if you are the lowest % going forward.