Homeloan Cancellation Process needs review

I have been trying to give the 90 days notice to Standard Bank for the cancellation of our bond since 1 August. They have one email address (homeservemailbox) but when you mail this address they keep creating new reference numbers and then a new person requests the same information, which has already been supp**** (bond information and spouses consent). Please stop delaying the process and get your ducks in a row. I will include the only applicable reference number in the additional information to this complaint.