Bad service delivery costing client money

I am a client at standard bank now for 22 years. My current home loan is with them. I require a letter from them stating that the bond is registered in my name, date of registration etc. For the work to update my home owners allowance and pay me the back dated increase. The due date end of January.I have found their customer services line and asked for it, they will mail it within 72 hours. Nothing happened. I went to Tyger Manor branch, they asked for it and it will be mailed to me, nothing happened. I phoned the customer service line again and ask whats the hold up, they say they mailed it, I ask where to, they mention an email address not even remotely mine. I explained and gave the correct address. Then they say no it was sent to that address, I denied receiving it, they insist. I ask please resend, they say I am in arrears so they have to reapply for the letter. They could not explain why my account which was in arrears by one month (of which arrangements was made to pay) stopped them from issueing this letter and a month later and I still dont have the letter, I missed the deadline, all other members are now receiving their back pay, not me. The worst service ever!!!