Loan protection Assurance charges for home loan ceded to another life insurance

Upon application for Home loan- a cession form to use my Discovery Policy was completed as per guidance of the HL consultant - Makhosandile Mapela case : ********** 8. When Bond was registered in May - there were LPA deductions , which I only noticed in July. Mail sent to Client services -> sent me to North Gate branch to complete the forms again with Nomonde submitted to HL division-> Hl division closed the case as Northgate did not respond to a case. I call Nedbank on progress after deduction ) ref ********** - Finally the LPA is cancelled 5 months later when it should not have been created. There is lack of accountability between HL and Nedlife for processing for refund as 1. this was ceded and all communication and forms during application have been shared numerous times. I have followed up multiple times- no one gets back to me on status and 2. request for cancellation was requested in Jul but only processed in Sep due to incompetence and lack of customer centric service from Nedbank regardless of which department.