Disappointed at Nedbank

On 17 May I requested an authorization letter from Nedbank that allows me to cancel my life insurance from Hollard which is linked to my bond account because the bond balance too low now. I informed them that at this bond balance, the life insurance will not pay because the bond is almost complete and I derive no value from paying this insurance.

They told me to wait for 3-5 working days to prepare this letter, phone me and email to me. On 20 May 2022, I phoned them again and they said that 3-5 days is not over. That 5 days ended yesterday but there is no letter in sight or phone call.

I am disappointed at Nedbank because I spent 30 minutes on the first call and another 25 minutes on a second call without getting what I want and they are keeping quiet still.

I need this letter urgently as it doesn't make sense to be donating my money without any returns. The reference for this enquiry is ***2.