Credit report showing arrears on an upto date account

I have been with standard bank for more than a decade and I have seen their service declining so bad. From the prestige banker(s) department not responding for 2-3 years to not helping me find out why my loan account shows arrears on the credit report after 5+ employees from standard bank confirming I am not in arrears. This has now affect my homeloan application as they say I have to get this cleared up first. As usual I have spent 3+ weeks being promised to get this resolved, bring transferred from department to department as if the employees are not trained to understand the problem and direct to the correct department accordingly. I have requested for an email for the collections department manager and I haven’t received feedback of whether it’s even the correct department or not.

2 years ago a different bank had to give me my first homeloan and a year ago I had to join FNB where the service has been much better, if only I could close all my other loans with standard bank or transfer these to FNB or Nedbank where you get much better treatment.