Just trying to get a settlement letter

i had settle my debt last year with Standard Bankl, now that i want to buy a house we realize that there is still the amount outstanding and that Standard Bank never updated my profile since 2012. my wife has been on the phone the whole day even went to the branch, but to our dissappointment nobody wants to help us. we only need a settlement letter so that we can continue, buying our house. what is so difficult, why does Standard bank not want to help us. i dont even have the credit card anymore, i lost interest in dealing with standard bank, so who can advise me which route to go. if you call the call centre they advise you to go to the branch, go to the branch they advise my wife they cannot give her any information after i have given her a letter stating that she can act on my behalf. i really am furios.