Bad service from nedbank no communication

On the 27th of February after my mother paid of her bond, I requested a paid up letter from nedbank , nedbank promised I will get a paid up letter within 3 days and I will be allocated an attorney so I can be able to receive my title deed . After 10 days I followed up the matter till to date I have not received any response any letter . They keep taking my mother from pillar to post this is unprofessional and frustrating from Nedbank this is not good customer service why do we have to constantly be calling nedbank for something that is due to us ? What is really the issue here ? Why till now we still have not received any paid up letter furthermore no attorney has been assigned to assist with the handing over the title deed. We are now forced to resort to public platforms