Disgraceful, *********** and unprofessional

I had a business loan with Fnb which has been fully settled in 2015/6. When the loan was settled, I was assured that the cessation places on one of my life policies will be removed.

Since then, I have been trying to sort this out. FNB has been contacted countless times and their representatives keep saying it is not their department, that they are forwarding to the relevant people and that someone will contact me. After the latest bout of incompetence, I am absolutely livid and upset. I can not keep calling FNB wasting time and money with no feedback. This is *******. I have no business with them yet they refuse to remove the cessation! I can not make any changes on the policy nor change my beneficiaries. This is the step before the banking ombudsman as I can not continue accepting such substandard service. There is absolutely no justification.