Bond Cancellation

Good day This is regarding a bond cancellation. I spoke to Catherin Naidoo from STD Bank who has been assisting me in this matter. She emailed me in the month of July 2017 saying I need to pay outstanding amount in order for her to close the bond and provide me with a paid up letter. On the 21/07/2017 I paid off the bond and she emailed me back saying the bond cancellation will take 3 months to close bond and provide me with a paid up letter. I then waited on the 23/10/2017 I emailed her to check the process on this matter she never got back to me, I called her left msg for her she never bothered to come back to me. I then called their call center number since she was not answering her landline/direct number, I then spoke to a lady called '***a, Nolubabalo who advised me that she only received my matter on the 30/10/2017 so I asked why didn't Catherin Naidoo submit my documents for bond to be cancelled? she said she can't answer for Cathrin as she's not working in the same department with Cathrin. On the 02/11/2017 then I received an email from Cathrin who's gone AOWL on me I even thought she's no longer working for std bank, she emailed me a so called paid up letter stating that account is paid up but until the cancellation is complete the account will remain open and will accrued fees & charges, I then asked her on the email if she can give me the date of when the account will be closed and who's liable for those charges? Why she didn't notify Nolubabalo 3 months back to cancel the bond as promised and on this email I copied the so called team leader: Cohen, Leroy L ********** till today they haven't responded to my email, I'm even asking myself if this Leroy is really a teamleader if yes is this how STD Bank treats their client by not giving them feedback? I also asked them for an email for complains department since now I haven't received any feedback from them