Pathetic service from staff

I have been assisting my brother out of debt and have been advised by Standard Bank to contact MBD regarding outstanding amounts for a Personal Loan and Credit Card. After much back and forth, we were issued with a settlement letter for each and settled same. Thereafter we submitted numerous requests for paid up letters and when we finally received those letters from 2 separate individuals (Boitumelo S Serumola and Lebogang E Mabitsela) we noticed that the paid up letters are both almost identical and does not feature the individual Standard Bank account numbers as the settlement letters did. We have submitted a request via telephone, WhatsApp and email for this to be rectified as advised but this is yet to be resolved.

We have since received the corrected paid up letter for the credit card. However, Boitumelo Serumola again sent us an incorrect paid up letter for the loan. I have attempted to contact her as well as send her 2 requests via email but she has not responded.