Nedbank Homeloans call centre

I tried to start the process of getting the title deeds for my house yesterday. The contract ended in 2015 but there has not been any communication from Nedbank about the bond account closing in 2017 or how to proceed. The number ***is supposed to be the starting point, after various attempts yesterday I didn't get very far, the call dropped various times while call centre people spoke to their supervisors. Then eventually I was put through to deceased estates, which was the wrong place. In summary, a mess. This morning the same thing, after being put through to Homeloans, the person I spoke to didn't know what to do and had to speak to supervisor. Long period of time waiting for response, then asked to wait a bit longer, then the call cut. Nobody called me back to continue, no reference number, not any closer to finding out how to get the title deeds. Called complaints, got a reference number for the complaint and told to wait for complaint resolution agent which will happen within 24 hours. I asked to put me through to title deeds section, to try again nevertheless, I was told no, because now that complaint has been logged must wait. I decided to try one more time the ***and finally someone knew what to do. The frustration of speaking to call centre agents for long periods of time who don't seem to know the business at hand takes its toll. The standard reply from call agents "to whom do I have the pleasure of speaking to...." when you have spoken to numerous people without getting any closer to resolving the issue, is very demoralising. The calls are recorded for quality purposes, this couldn't be further from the truth.