No response from multiple individuals at Standard Bank

On 19 December, I requested either my original vehicle registration papers or a paid-up letter from the bank indicating that they no longer had any interest in the vehicle, which was paid up over 10 years ago. Despite calling their call centre and logging a request, following up with an email, contacting my private banker, and subsequently following up with him again, I received a promise that he would "expect feedback today" (12 days ago). However, there is still no sign of any progress. So, we are 17 days down the track, and there is nothing from Standard Bank besides an "expect feedback today" and an email on 19 December promising a reply within "24 to 48 hours".

.... so disappointing.