Standard bank legal department

Standard bank legal section services. My bond is paid up and I even sold the property. the only thing i need is a cancellation letter. Getting someone to assist me was a long process because i was being sent from pillar to post when i made calls for a whole 2 weeks, on the 3rd week i finally found someone who said i must send an email to legal department. i sent an email, it was acknowledged the following day, it has been 2 weeks, still no cancellation letter. I am disappointed to say the least.