Pathetic customer service - can't even close an account

I have asked for my revolving loan to be closed via call since 26 August 2020.

1. You call in and there is no option dealing with RCL. 2. You get passed from pillar to post for 40 minutes before anyone has the spine to even try assist. It took ages to get them to agree to review an exception as I cannot go to the bank for personal reasons. I have been patient and even accepted that while the delay was from the banks side, I was charged the4 admin fee and out of true genius, I was charged 17% interest on the account while the balance was ZERO rands - Since when is 17% of R0 not ZERO?

They finally reduced both sides of the account owing R0.00 and due R0.00 which means the account is ineffective and I can't use it, so by laymen's terms, it is closed.

Today I see that on this owing R0.00 and due R0.00 account, they managed to charge interest and an insurance.

I call in to request the escalation be reviewed and have my closure letter and the guy in transactional sends me to to arrears, the arrears person sends me back to transactional, since I have been on hold for twenty minutes back and forth, I SPECIFICALLY REQUEST A WARM TRANSFER SO I GO TO THE RIGHT PERSON, but alas, I end up with Phumzile in arrears again, who wants to send me back into a queue for transactional and not even attempt to contact the people who have left notes on my account previously. Apparently, because your employees work remotely they are unable to do the most basic customer service.

I said it on the call and I say it again, this is why I moved my main banking to Discovery Bank, everything I have ask for over two months with Standard Bank (requiring me to even lay this complaint) would be sorted by them in a week, remotely and when they say they will call you back, they do, which not one of your employees have done in spite of all their promises.

Please, I just want this account removed from my name and to get a closure letter so help me sort this out because I am tired of your employees who are clearly not in the mood to represent your company.