Poor service Standard bank

I am very unhappy with the service that I have received from Standard Bank. I have asked this bank to investigate my telephonic application as I am 100% sure that I did not opt to have the credit life insurance added to my monthly charges because I have life cover. This was done but only one conversation was received. The consultant and I had spoken over the phone for about 3 more times prior to this or after. When this was brought to the attention of correspondent handling my case, he presumed to ask me for dates and times from 5 years ago. Surely a huge establishment like Standard Bank keeps record of all calls made to clients. I would like this matter further investigated.

It has also been brought to my attention that this loan is not decreasing it has in fact increased. How can that be????? I have been into the bank and unfortunately yet again, no investigation has been made. Kindly look into this Standard bank. I don't think that I will be a client for much longer.