Unprofessional & pathetic service

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.