Home loans

i am in the process of trying to sell my house and requested a copy of the title deed from Standard Bank home loans for the potential buyer. I received a reference number and was told I would have feedback by 22 June. The *** address also does not seem to work, as I have tried following up on the query. I then received an email requesting documentation on 29 June for security check which I sent through. Until now I have not received a copy of my title deed on my property, but the potential buyer received a copy within an hour of requesting this on 23 june. How does a complete stranger receive this information within an hour, without access to my account, but I am still awaiting almost a month later. I have even told standard bank that I will be closing my all my account, once the transaction has been finalised, also no feedback. I have been a client for over 20 years with the bank, and this is the service I receive.