Shocking communication and assistance

The lack of communication and assistance do deal with a matter is shocking. I need to get a Cession letter from FNB to cancel my life policy, as the house is being sold. After five emails and asking for information, going back and forth, I am still no closer to getting the information asked for. Every time you ask for something, I send it then you ask something else. It takes time to get a response, and there is no direct communication. This just confirmed that I would not be doing this exercise again with FNB but rather another bank.