*** account paid up , no paid up letter sent nor natis documents arranged

How this deplorable bank rates among the largest in south Africa confuses me. The level of deplorable service really amazes me but not in the awe inspiring way. I requested a settlement amount for my *** account and clearly stipulated in my mail that the documentation (natis document ) should be arranged, account closure settled (paid up letter) and debit order canceled on their end. Standard bank's response on mail was "payment is allocated regards ***". Somewhat of a clever way to dodge personal responsibility by having no individual name assigned to the sent mail, however the response is a reflection of the pathetic service and the ability to carry out requests reflecting on standard bank. As I stated on my mail if standard bank attempts to debit my account with the installment this month I will escalate this matter to the ombudsman. If I receive no further feedback regarding a paid up letter and arrangement of natis document to be sent I will flag this ********* banking practice to the fullest.