Poor standards for Standard Bank

I have been battling for three weeks to get a letter from Standard Bank to prove that the life cover I am paying for is not ceded to our bond. I've had to explain myself over and over so many times, sometimes nearly for 12 Min on the phone. I have even threatened to take out bond elsewhere since this is the perfect opportunity for us to benefit with the current favourable interest rates. I received an email over the weekend to which I have still not received any response. In such difficult times one would expect far better service when this can be obtained easily elsewhere. Nothing unique or great about Standard banks service so far so might as well pack up and find another service provider.