Poor Service

I have a Std bank loan Account that has been handed over to the EDC and have been paying through them, last year November i requested a settlement letter as i wanted to settle the account but only got the letter in December with the initial amount that i was handed over with, then i was asked to send POPs but even today no one got back to me regarding that except the EDC that is always saying they're waiting for Std bank to allocate payments as they have done their part by sending the payments to them, i then went to Std Bank Menlyn on 18/02/15 and the consultant was so helpful called legal department and spoke to a lady by the name of Callan Elliot who said i must send another email with my query, i should get a response within 48hrs, even today i still haven't heard from Std, i then sent another email telling them how disappointed i am of their service, no response, got a call from an agent doing a survey regarding my visit to Menlyn branch, explained again my situation, still no response or feedback from Std bank. I have now paid my account in full last month but i still cannot get a paid up letter, then again if i couldn't get a settlement letter then what about a paid up.