It's 6 months later, and the mortgage is still not canceled (after settling it)

In July of this year, my family decided to help my brother settle his mortgage. We thought it would be a simple process to get the mortgage canceled and pay the lawyer the final outstanding fees. It's nearly 6 months later, and we have not received any notification from SA Home Loans yet that the mortgage is canceled. In fact - we think - the process has not even started. Granted, my brother is not technologically savvy, so my son got power of attorney (SA Home Loans documents) on his accounts to try and expedite the matter. Two weeks ago, my sister and my son went to the Tyger Valley branch to try and resolve the matter. They had to cancel the mortgage again (paperwork for this was done months ago) and they needed a bank statement for my brother. This was emailed to them a couple of days ago. Today, my son goes to the Kenilworth branch. They could not tell him whether the mortgage was canceled or not. They could not even confirm whether SA Homeloans has accepted his power of attorney on behalf of my brother. This feels like dealing with home affairs. I'm not in SA right now, so the phone number associated with this account will get through to Benjamin Meyer. The mortgage account in question is in the name of Andre Meyer. I doubt whether there would be many such accounts which were paid, in full, nearly 6 months ago, yet SA Home Loans have been unable to resolve this, and it is now December. At least I know with whom I will never get a mortgage.