Standard bank is not what they promise as a service provider

I am truly disappointed in the service I receive from Standardbank, this is not the 1st time I am disappointed by them. I have tried numerous times to get hold of the vehicle and finance department to get my paid off car paper work. But with no success, and a lot of air time spend on a voice recorder. I do understand the Covid 19 situation but this thus not means a service should not be delivered as promised by a service provider as promised. I am at the stage were I am seeking other banking options.