shocking service at customer service level

I did an enquiry rgarding an access bond and was advised by the home loan consultant that i would require an active chq account. I closed my chq acc several years ago due to bad service. He advised me that there were unpaid debits for the homeowners ins which I was not aware of since the debits are directed off the credit bal on the home loan account. Yes ...a credit balance !! I was advised to fwd an email to the homeloan cust serv. well...i received emails everyday from a different person each one choosing to read a different issue on hand ..not even bothering to read the emails properly- I queried the closed chq acc that had debit orders and recd a response to cancel my home loan! really!! Talk about a sales lead- i was enquirying an access bond for heavens sake. Every day this week i recd emails and had to sit on the ph for 20 odd minutes at a time to no avail. shocking that they cannot adress the issues of home loan ins coming off a supposedly closed chq account.