Bad Service empty promises

Last month made an arrangement to make payment on my personal loan account with standard bank which I kept too. On a recorded line I was advised the balance would be put into the balance of my loan thus bringing my account to a zero balance. I have spoken to Sindisiwa/Sindiswa who advised me of this arrangement. As per financial fit and proper regulations standard bank has to keep to this. I have requested the call recordings and I am still waiting. yesterday I spoke to lerato and then her manager and when I advised her of the above all she responded " I am sorry" which in my opinion is not good enough. Should I not receive a solution to this today and will escalate to the ombudmans