Poor service

I called on the 01/06/2020 and was given a settlement to pay of R839.27, I had made a payment of R840.00(03/06/2020) and called standard bank on the 05/06/2020 as I was told I need to call 24hrs after making a payment to close the account. I was advised that the debit order pmt made on the 01/06/2020 did not clear and I should call back on the 08/06/2020. On the 08/06/2020 I called and spoke to Kgotso to request account closure and paid up letter, also to update ITC, I was told I will receive a paid up letter after 24 to 48 hours and apparently ITC is automatically updated. I called today and spoke to Buyi who advised me that a request needs to be logged for a paid up letter and she can see there has been no requests. This is rather upsetting cause whilst speaking with her my call cut due to no airtime_I endured more cost for something that supposed to have been sent to me.