NEDBANK Home loans IS NOT HELPFUL

Shocking service from Nedbank Home loans. I have been battling to get a NiLL BALANCE LETTER from the home loan department at Nedbank for the past 3 months or more. I even went to the Durban North branch for them to help me but they couldn't. I keep calling them at my cost and I am always told that they will email it but I have gotten NOTHING and NO HELP from ANYONE AT NEDBANK. I have the last reference number : REF 125633 I spoke to a Thebekgo Malele who adviced me that someone will call me that day which was a month ago and yet again no one called or assisted. I called in today at 9:45 for help and spoke to a guy by the name of PHIWAMANDLA who was very rude and treated me like absolute garbage yet I have been a Nedbank client for YEARS!!! He insisted I do it via the app which I tried to explain to him that the Durban North Branch did try to do it for me that way and it did not work he kept insisting I do it that way in a very unruly manner. I want you to listen to that voice recording and let me know if that is how NEDBANK treats their VERY LOYAL clients. I am very upset that a simple Nil balance letter seems so impossible to get from a big company such as NEDBANK. I have been pushed around by NEDBANK staff for months and still I am at a loss because I am a pensioner and cannot afford the Life policy with Liberty which I had to cancel but they are still debiting me for it because NEBANK refuses to give me a Nil balance letter that Liberty requires.