Poor Service

I had a Personal loan with Standard Bank, firstly I struggled for more than a week to get a settlement amount, if you phone, you holding on forever, if you e-mail them, they don't even bother the reply, I also logged a complaint with Standard Bank, a consultant only came back to me a week after. The loan was now settled and after several mails to Client Services and to the consultant with the proof of payment, I still struggle to get the account closed. How difficult can it be to close an account if the account was paid in full???????