Shocking service from MFC which is a division of Nedbank

<p> ********** 0001 Ref: I have been trying since last week thursday to get a definitive answer from one of the call centre agents as to whether or not I can change the cover on my vehicle from fully comprehensive coverge to fire theft and third party (which is fully comprehensive except I am liable to pay for damages to my own vehicle). I need this confirmation in writing to send to my insurer carrier. One would think I was trying to get information from the moon. MFC have been 100% unhelpful with coming back to me with an answer. Cody Francis from Nedbank's complaints dept also advised yesterday that specialist from the resolution department of MFC would be in contact with me - I am still waiting. I love Nedbank but my word - what is happening to the service???</p>