Staff Incompetence / Lack of Service

On the 3rd of November 2023 I received a settlement amount for my home loan and immediately paid the quoted amount. On the same day I telephonically requested for the home loan to be cancelled / closed. The consultant requested a written instruction signed by me and my wife to be emailed to *** which I did on the same day. She also explained that the home loan insurance and service fee would be debited against my account until such time the cancellation has been finalized. I called back within 24hours as requested and the consultant confirmed reflection of the payment and assured receipt of my written instruction "if I used the correct email address".

Fast forward to today, 24th January 2024 I called the home loans department to inquire on the progress of the cancellation. The lady casually informed me that no cancellation is in progress as no cancellation request was received. I will have to forward (another) request, call back and confirm that the request was received and only then will ,the process commence taking another 90 day of which I have to pay the insurance, service fees AND the cancellation attorneys. What a ******* !!! This is ridiculous. Having to pay for the mistakes and incompetence from the staff is uncalled for. I need this home loan closed asap, and the 90 day rule of deducting service fees and insurance to be waived as I am not loosing money due to staff not taking their job serious and the banks disregard of their clients by treating me as just a number