Standard bank in mall@lebo in lebowakgomo has a very disappointing bad service I have experienced in the history of bank service

I have been accompanying my mother to that branch for about 4 times in this past weeks. For merely requesting a settlement letter for a paid up loan. She has since been told to come on this and that date but still nothing in return. Now my concern is how hard can it be to issue a paid up letter if actually the client has paid the amount in full? Perhaps the problem is within the officials at this branch. Very disappointing