Delay or no response from legal/bond cancellation department

FNB legal and bond cancellation deparment do not deserve even the rating i gave, Our Transferring Attorneys requested cancellation figures of a paid up bond from 1st week of September, we are close to end of October still no response from FNB, almost 2 months later. The complaint departmnet assigned Janine Afrika who requested that the Attorneys send a deed search and a bond cancellation form to ***, still no cancellation figures 7 days after those documents were RESEND.

If the complaint departmnet cannot assist to escalate and resolve queries, which next step should we take to get the bond cancelltion figures?

This is unacceptable, other banks issue these figures within 7-14 days.