Poor Assistance

I've had car insurance with Standard Bank for about a year, last month I've sold my vehicle and had to cancel my insurance. the premie was paid timeously every month. Now to find out that they did update my credit rating and this influence my credit report. I've contacted Standard bank and the 1 person just kept putting me through to another, after 20min with no success of somebody assisting me I had to put the phone down. This is completely bad service to loyal clients. After paying on time every month I just expected Standard bank to also keep my credit rating up to date?