Incorrect Billing on closed account & bad attitude

I recently app**** for finance and my application was declined as my Stand Alone Garage Card was one of the reasons for an amount of R171.00. I then followed up with STD Bank and they realised that this was their fault as these type of accounts no longer exist and was never closed and therefore these were charges that were incorrectly charged. The consultant assisting promised to reverse the charges and close the account. They also confirmed that I would receive a paid up letter and that my Credit record would be updated.She even took my e-mail address. I called the Card Division Collections it was a different story. A consultant -Kathy was very rude and and abrupt, transferred me to another department without even listening to my request. I then called in again and this time spoke to the Team lead (Musa) whom couldn't find a solution.I have to wait for 7 to 14 working days. Why this long? No other company takes this long.I explained how this has affected me even though its not my fault, they don't seem to care. They are not willing to help in any way to take responsibility, rectify this and go an extra mile. I want my letter and feel that the consultants give companies a bad name.