Can’t complain about the services because there is no service

My husband has a policy with Old Mutual which was supposed to pay out in Dec 2020. Unfortunately it was seeded to Absa when they were still Volkskas. We have been struggling to get s letter from Absa to confirm that the session ended from Dec. Finally I had enough of all the stories and contacted their complaints line on the 17th, who promise to resolve your issue or at least come back with feedback within 48 hours. My husband was contacted by 2 branches to get details of the process we followed, but up until today the 28th of May zero proper feedback! The only highlight at that bank is my personal banker who tried to assist where she was not supposed to - Thank you Magda Jackson, the rest very poor! I also can not get hold of the complaints line!!