Untrained staff

I went into standard bank midlands mall. Absolutely pointless as no one knew anything or how to help me. I found out more googling myself then i did from your supposed trained staff. I am trying to sell my house and my bond is through standard bank. I phoned your call centre and was told to go into a branch. I am aware you need to write a letter that you are trying to sell to avoid penalties fees but no one knows nothing. I also need to access funds from my mibco money as I've been approved for another place but need to pay fees and do a bit of renovations.... again neither the call centre or the branch knows anything. I need someone who is trained to call me and help me because ive done what i can on my side. If my place sells and I havent written a letter i will refuse to pay any penalties fees as its not my fault no one in your business can help me.