FNB Roulette Wheel.

I started requested the cession docs for my home loans on the 8'th of May. All I want is to close the life policy associated with the bonds that is closed! Home loans said Private Clients must help. PC do not know what a cession Doc is. When they answer the phone. Send a from to the "wrong" email. Then the email was correct. Then another email address. All the while my issue is "being escalated" and I will be called back "the same day". I've got a list of 5 numbers I keep on calling in order. I know email does not work. It's like a gamble.. Roll the dice.. Will the call be dropped after being on hold for 10min. Will I be told it's another department. Will I be told I should wait 7-14 days AGAIN. Will I be told to send the same from AGAIN. Do FNB have a spin wheel somewhere that gets spun every time I call? "Please hold sir.." Spins wheel... "Oh sir.... you have to... "tick.... tick.. tick.. "Oh.. call this department, but I will call you right back.... tick... tick.. "And I'm escalating it".. Lays back in chair and laughs... "OK, sir speak to you tomorrow.." HA HA HA I made notes of all the people I've spoken to, all the emails I've send. I promise if my life policy goes off end of this month I will claim this back from FNB or go to the ombudsman. I am a FNB private client.. I can not even imagine how other must deal with this. What else must be done.. Go cuff yourself to a pole in a branch till you get a single document???