TERRIBLE CUSTOMER SERIVCE!!!!!!!!

I redeemed my funds and closed the account with Stanlib. I've sent the instructions, spoken to a few agents. The last agent I spoke to, told me that the account will be closed and the money transferred. It is now months later and I still get emails to FICA my account and no sign of the money. I closed my accounts with Standard Bank and Stanlib as the customer service is pathetic and it takes forever to get anything done. Don't even bother to phone, as nobody answers the phone. They give you the option to phone back, but they dont. I've sent another email asking to reply to my account closure, to which they sent a "received" email, but nothing further. How is it possible for Standard Bank and Stanlib to give their customers such poor service???????