Lack of service and empty promises

I am extremely disappointed and frustrated in the lack of service I am receiving from Standard bank. Firstly it is taking almost 1 year to get an NCB letter from Standard bank Insurance. This is the only insurance company that takes this long. Other companies will send it to you whilst you on the line. Secondly on the 21st April 2021 I called the homeloans department to to request a settlement on my homeloan and at the same time requested my Building insurance be cancelled. My cancellation request was acknowledged telephonically. I was not advised to send any cancellation letter or to call any other department. To my understanding the insurance was then cancelled. Once I settled the Bond and then tried to apply for my title deed I was told that my insurance was in arears and I needed to back pay. I then called on the 28th October 2021 and spoke to Aleshia who then assured me that she will resolve this matter. She advised that they will pull the call recording for the 21th April and call me back. Till now I have still have not received any calls or feedback. I did not expect such service from such reputable company