Worst experience from a well known bank

It has been an exhausting frustrating experience dealing with the services from standard bank call centre agents are *********** we even visited the carnival mall branch where staff sends emails and keep promising some one will make contact we tired of the promises and incorrect information given constantly My mom has paid up her bond 6 years ago the home insurance premiums has been accumulating for so long she only received a letter in 2020 and all we trying to do is pay up what is due cancel the insurance and preventing premiums from building up and get the title deed. We have been begging for assistance speaking to numerous call centre agents from insurance to home loans departments Tshepo , Relton , Stella , Sheila and the list goes on constantly every time the information changes we have been emailing than told it’s not the right email address than banking details are required for a refund ,this and that has to be done this is beyond disappointing!!!!!!! This shows they have no idea what’s going on this has caused so much stress for my mom for a well know corporate bank I would expect way better customer service than this we need assistance in this matter please !!!!!!