Shocking service

The worst service experience ever!!! Been trying to get assistance to cash out a unit trust policy for over 2 months now. Every time we call, additional documents are requested even though everything has been submitted on more than one occasion. Last week we were promised that the funds would be received on Monday and when we called today were told again that another document is required which they can't supply me with. It seems as though no one knows what is going on. I have spent a fortune on calls and even gone into Standard Bank more than once to try get things sorted. Enough is enough