Nedbank grrrrrrrr

Good day, Nedbank is useless. My life partner has a Sanlam policy that was ceded to Boland bank for a personal loan that was paid off more than 15 years ago. Boland bank was taken over by Nedbank, The Branch cannot assist in getting a letter to lift the cede and now the policy cannot be paid out to him, we have spent hours on the phone and no one can help us. What are we to do?