Home loan - Notice to cancel confirmation letter/e-mail

I lodged a notice to cancel a bond with Nedbank on the 29 January 2024 (case/reference ***0) but finding it difficult to get a simple e-mail from them confirming that this case number was submitted on this day. Every time I make a phone call I am told that the communication is auto generated and will receive it shortly and it has been more than 3/4 weeks of trying and waiting. I thought this was a simple task.