Bad service

I am writing this complaint on behalf of a client whose personal policy has been ceded to Nedbank since 1995. We are requesting a cession cancellation letter from the bank.

We have contacted your call center multiple times and have sent several emails to various departments, but unfortunately, we have not received any response.

Could you please advise us on how we can obtain the necessary documentation and receive better service in this matter? Your prompt attention to this request would be greatly appreciated.