Thank you all for the feedback and advice, I've read every single post and have taken notes. I'll be going ahead as advised.
In my most recent message to the branch manager I told him the comment about coming into a branch in person was confusing due to it being completely incorrect. I forwarded the exact wording in the request for payout and made it clear I knew they made a mistake and I need it corrected.
I was perfectly clear that I expect to be refunded the total amount and if he's unable to do that I want the name and number of a person who can.
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