Lack of Assistance and attitude problem

My home bond was cancelled in March by Standard Bank, was told no need to cancel as the Building insurance would also be cancelled. What happens, it was not cancelled. Calling the call centre was no help, as Mr Karabo, refused to assist me as he said the insurance was cancelled and the more I TRY and explain to him but I have proof that it is not, the more he just carries on about it has been cancelled. Regardless to say I lost it, as I would expect him to at least try and sort out the issue. I phone back the call centre, and yes its confirmed my insurance is not cancelled. I get told to email the proof to [Email Removed] and from there they will refund me and cancel the insurance. Well this was all done on the 4th and to date I have had NO reply what so ever from Standard bank. What happens when you skip a payment, then they are quick to phone, email, etc, but when it comes to their wrong doing you get no assistance!!!