Bank only worried about own interest and less about customers

I've had a bond with the bank for donkeys years. However, when I lost my job in 2015, they failed to accommodate me for 3 months, so that I could pay them from my pension money. I was told explicitly that my home is more important and that I must prioritize that. Fast forward to October 2022. I asked the bank for a settlement amount so that I can cancel the bond. I was told that I cant cancel it because there's an active paid up insurance ceded to my bond. Instead of starting bond cancellation processes before Feb 2023, the waited until the last day to cancel the bond. Then I was told that the bond cannot be canceled because there's an active unpaid insurance ceded to the bank. I'm still waiting on a letter from the bank that the cessation has ended, eventhough the bond was canceled.