Lost title deeds and abdication of responsibility

I am selling my property and Nedbank was quested to cancel loan and provide title deeds as part of the process. Needless to say Nedbank can not find the title deeds and neither they or the original convenyancing attorneys are taking responsibility. Nedbank refuses to pay to get this resolved. They are liable as the title deeds should be in their possession and adequately stored. How irresponsible and unprofessional. Given this is not the first instance I think it needs to be handled by the financial banking ombudsman. What a media story- if they cannot keep paper safely, what hope is there for money