Disappointed with Standard Bank

I'm disappointed with this bank, I've been using for almost 7 years. I have a personal loan account I need to settle, this account was handed over to a legal company which assisted me with a settlement letter. The problem is that, the company that will be settling the account needs a confirmation of the account ownership from Standard Bank. Just to confirm that the Account still belongs to Standard bank and was not sold to the legal company. I called Standard Bank for the past two weeks without success. Finally last week, I got an email to send my request to, I was promised a turnaround time of 3 working days from Thursday. Until now, no letter in my Email. When I called the lady gave me another email in which I need to escalate the matter. It's been a month since I'm following these guys, no help. It's not even because they don't understand what I'm requesting because each person I spoke to knows this letter. It's just that they don't want to write it. I'm tired now. Worse they are just creating an unnecessary delay, I don't know what for. If anyone has any ideas on where I can report this useless bank to, please come forward. I never expected such incompetence from such an institution I trusted for more than 5 years.