Nedbank complaints..no sense of urgency.

Policy no ***. I logged a complaint with nedbank on the 27 January 2023 for misleading information provided by their staff on my parents bond account. Running the policy since 1998 their was never an issue with the policy. Since the bond is settled we had to start payment the monthly insurance . I contacted Nedbank in Feb 2022 and query was finalized.. when the annual premium was due in Feb this year I contacted them to find out they the policy incurred a debt of almost 15 000 premiums due to their wrong info provided in 2022. The call centre agent who is not an financial advisor contacted my parents giving advice to surrender their policy. I wrote to nedbank complaint again and received complaint no CMS***. After almost a month I received a call from their agent for a full understanding of the query. She also made empty promises of urgent feedback. To date no feedback is received . No forms were sent to me although I sent another follow up on the 27 Feb. I need someone to contact me urgently.