Horrific service

This has been the worst experience I have ever had with any bank, my parents payed their home loan off and canceled their insurance yet they are still being debited and this after we requested for cancelation more than 2 months ago. Every single person we speak to has something else to say. We have spoken to Pumla Slaffa, Shaun du Plessis, Dineo, Adelaide and no one can assist us. We've requested for Shaun who is apparently a team leader to call us but to no avail. My parents are both elderly and this is ridiculous. I am disgusted by what they have to go through to get this sorted.