Frustrated client

I am so disappointed and unhappy with the poor service I'm getting from this division of Nedbank.

I requested an updated statement on the 3rd of April 2020, due to my car declared a write off and my insurance processed a payment on the 31st of March 2020. But I was left with a small amount that I will have to pay myself to the bank so I know it's paid up.

I was told to send through a loss of agreement and POP, so they can process things on their side and will be able to give me the correct amount.

I've been holding on the line for hours while consultants need to get more info from the other department about my account.. With no luck.

I haven't received any feedback, I've been sending emails to the lady I forwarded the requested documents to. She does not respond.