Disappointed and frustrated customer

Good day

I'm writing in regarding the way Nedbank Home Loans department has handled my request to have them remove themselves as a cessionary on my life policy with Sanlam. I had contacted them in February requesting that they send a 'Release if cessionary' letter to Sanlam. I was given a reference number and asked to email them my policy document along with my request to which my daughter in law had assisted me in doing so. After numerous back and forth emails being sent they advised this was done and the copy of the letter sent to Sanlam was also emailed to me. When we read through the letter we saw that the incorrect policy number was used. My daughter in law then emailed them again to request the letter be updated with the correct policy number and sent to Sanlam to which she received a response advising her that the home loan account number does not belong to me yet that was the loan account number that Nedbank had used on the letter they sent. All my details was given in my initial request and to date this has not been done. I am appalled by the incompetence of the agents handling my request. Why was this not done by Nedbank when I had settled my home loan with them as I would think that once they received their settlement of the loan they would contact Sanlam and have them release the bank as cessionary on my policy. I have been not getting proper assistance from Nedbank and am now very frustrated and disappointed in the service I have received from them considering I have been a customer for years. I trust my request will be given urgent attention and this matter finalized.

Please can my daughter in law be contacted as she is assisting me with this matter. Her name is Dana Stuart ***

Regards Mrs C.E Stuart Home loan acc nr : ***