standard bank fails its clients yet once again

I am complaining on behalf of an elderly lady who has no idea about how to use the internet, her bond was settled in 2016 and a letter was submitted to close the bond she had on her property with Standard bank at their Over port city branch to which the consultant ensured her will be faxed through. after a few days a representative from standard bank called her and told her that they would like to refer her to an attorney to transfer the property at which she declined because she did not have the finances immediately to do the transfer. Thereafter standard bank contacted her and told her that they didnt receive a cancellation letter for the bond and its accumulating charges monthly and she must submit the letter again. She then went into another branch of standard bank and submitted it to the consultant who faxed it through the home loans division and presented her with fax report it was successful yet standard bank still denies receiving the letter and is still charging her monthly to keep the bond open. she is a pensioner and can nearly make ends meet with her sassa pension of R1600 monthly and standard bank still continues to tell her they cant do nothing, she did not submit any cancellation letter and she owes them an ever increasing amount on her bond