Disgusting service, Agent need proper training

I have been liasing with Standard Bank from the 16th of August 2023 to get a paid up or prescription letter. However, I have been told to send multiple emails which I did, but when you get a response, it's another consultant just asking for the same info you have given to pass the buck and everything I call, they keep putting me back on the IVR to go back to the same department. I might lose a job because of this as I needed this done along time ago. I can't believe this is the level of service from such an old bank, sort this out asap please!!!