Standard Bank Home Loans - Title Deed

My house was paid off in July 2019. I have experienced horrific assistance from the branch trying to find out the procedure in obtaining my title deed. Eventually they told me i need to email a signed cancellation letter as well as asking them to advise regarding the title deed to *** & ***, & *** but till date no reply or confirmation that email was ever received. The assistance we are getting from Standard Bank is shocking. It seem like because i dont owe them money now they are not interested in me and my requests. It this how standard bank conduct business. This is a pensioner and they are sending her from pillar to post. Standard bank staff has no mercy for the elderly.