Nedbank Home Loans

I am selling my house. And I did notify Nedbank last year that I'm selling. But when the time came, Nedbank wanted to charge me penalty fees. I had to make trips to Nedbank for more than 3 weeks trying to clear that. But was never assisted. It then pushed me to lodging a complaint and reporting it to the Ombudsman. It was only then that Nedbank comfirmed that they can see my notice on system. But still their calculations were not clear. And we had to query that as well. It is a frustrating process cause even now they still furnish us with questionable calculations. The house is still not transferred as yet. Because of Nedbank delays. Even yesterday we received some calculations of which I'm being charged penalties again. Please help me sort this thing out. I'm soooooo frustrated