Standard Bank Customer service is no good

I had a Credit card with Standard Bank. I was under the impression it was closed but in any case about a year (02/2022) later I got an email saying I owed them money (card fees, interest, etc on a card that was supposedly closed) I was a bit upset but never the less because I had no proof of the closure (all must be done via the telephone) I paid the outstanding amount and was sent an encrypted email that it is now closed. Fast forward to 2023 I wanted to buy a house on which I was informed I have outstanding debt with Std Bank. I contacted them asked them to remove the entry from the credit bureau which at first they did not want to do because they said the account was still open. I gave them the proof and they reluctantly agreed to remove it. But they did not, it is still against my name and I have tried to get a letter from them stating I don't owe them anything but to no avail. The credit bureau does not accept the encrypted email, they want a letter from Standard Bank.

Needles to say my home loan was not approved at the bank and I still don’t have proof and I still have a tick against my name at the credit bureau which influences my ability to buy anything on credit. Stay away from anything Standard Bank offers.