Bad customer service from Home loans

I am canceling my home loan with Standard Bank. I sent an email to extend cancelation notice on 24th February and immediately got automated response that they will respond within 24 hours. That was confirmation that my request was received. I followed up on 28th still no response received. This is the reason why I m canceling my bond with this bank because of the bad customer service I received since I had this account. They don't respond so they will charge you the penalty for not giving notice and yet when we give notice they don't acknowledge receipt.