Frustrated by Home loans Deceased Department

I am frustrated with the home loans Deceased department because I requested a settlement letter with a special cession code 2 weeks ago. The automatic email response stated that my query would be attended to with 48 hours.

On Monday I received an email requesting a notice of death and death certificate. I was hoping yesterday I would get the letter. Today I held the phone for 2 hours with number ***. I then called *** then I ran out of airtime although I was calling using the FNB sim card.