struggling to receive a title deed

I have been struggling to help my mother to claim my deceased father's title deed from standard bank. The loan was settled a year ago and I have been send from pillar to post and the lady who tried to help me is no longer available. I am explaining to a new consultant everytime and it is irritating because some are not aware that the account holder is deceased even though the documents were sent through in 2008. When I call standard bank I get transfered to all departments within standard bank and I end up not getting any help. Im disappointed in the way standard bank handle paid up loans.<br>