Standard bank home loan incompetence

I have a home loan with Standard Bank, and I am want to pay it off and close the account. So, I sent an email to Standard Bank on the 6th July requesting the final amount owing. I receive a reply on the 7th mentioning all the conditions relating to a final settlement, like, the fact that once I receive the figure, I have to pay it same day and that in the meantime, interest will still run daily on the outstanding amount. They did not give me the final amount I asked for, and up to this day, the 21st July, I still have not received the amount. I have written numerous reminders to Standard Bank and nobody bothers to reply. I am out of the country, so I cannot afford to make a call and be put on hold for something that could just be sorted based on the emails I sent. What I find pathetic is the fact that they will be charging me interest for all these days that I could not settle their loan due to their incompetence.