Pathetic Standardbank Service

We are in the process of Buying a House , and the Bank that we are applying the bond from requires a Letter that stats that our Personal Loan Account at standard-bank is up to date. The Account was in arrears 1 year ago , but I have since February 2017 payed the account and according to there Call Agents the account is up to date. Now I went to Standard bank branch in Alberton boulevard because the Call Agents told me that they cant provide such a letter.. After we were told that the letter could be provided the Monday it never happened and now were are told we cant get such a letter. We were told they can only issue us a 12 month statement. The other bank does not want to accept the bankstatement. STD is standing in our way to get a bond. I need this Letter to be Issued how difficult can it be.??