Home Loan Cancellation figures

I have had my bond with Standard Bank for over 10 years and when we now request a cancellation figure we are being charged a 3 month penalty interest. I am an ex staff member and i know for a fact that if your bond was older than 5 years, that penalty would be waived. But i cannot find one staff member interested in helping me get approval to get the penalty waived. I think a complaint to the banking ombudsman is needed. Very sad indeed considering what they have made in debit interest for the last 10 + years.