Horrible service

I'm very frustrated with standard bank home loans , all i need is a paid up letter and i spoke to 8 consultants still nobody has an idea what do i need to do , instead they are taking me from Pilar to post . My home loan account is paid up , i need proof that the account its closed because the bond is still under my name , and they transfer my calls to deceased department , to do what I'm also not sure . Can somebody that knows assist me further . I then spoke to Zanele who refered me to Margret , until now im still waiting for Margret to call .