The meaning of the word "RESOLVED"

The meaning of the word "R EWSOLVED" 7 times over a period of about 6 months I have asked my local Standard Bank to get me a copy of my Home Loan Debit Order Mandate - they followed the process and raised the requisite "Service Request". 7 times I got either an SMS or an email telling me my request had been resolved "HUH? so if it is resolved I must have it and I don't know I have it , STRANGE! Never mind, Standard Bank must know what they're doing, mustn't they? So if they say it's resolved who am I to argue, but they do say check with your local banker for details, OH so they will know something I don't about what I have done with the copy of the mandate which I must have 'cos my request has been RESOLVED. I have got it, I must have forgotten where I put it. Next time I'm in town, I will go into the Bank and will hopefully get this resolved issue resolved. Nope, an hour later, there was a queue - the consultant was none the wiser as to how my request had been resolved - well then, ask the " Resolver" how this matter has been resolved? We end up with two possibilities - they cannot find it or there is no such document. Well, I am pretty sure I signed on when I took out the home loan so it must be there somewhere - No we looked, anyway - it's resolved. But I don't have ........... Any point in raising an 8th Service Request I ask the local consultant - I NEED that document - Standard Bank's records will show my service request as resolved, and everybody will get a well done, guys - meantime back at the ranch. Boy, if this is the Standard of Banking Service Delivery then ................? What the hell am I paying all those service fees for?