Nedbank is full of empty promises and just does not care!

This is the run around we are getting from Nedbank: We app**** months ago for an extension of the bond on one of our properties, which is now paid off (Acc No ***10 01). The repayment would have remained the same, yet the application was refused on the grounds of "unaffordability". Absurd in view that we had paid this payment for 20 years without default. The letter we wrote them subsequently requesting the return of our title deed so we could apply for a loan from someone else has remained unanswered despite numerous requests for feedback. This route being unsuccessful, we requested a 3-month payment holiday of our personal house bond through our Relationship Manager (Acc No ***1 01). After all, the bank was publicly promising payment holidays to assist clients coping with the lack of income during Lockdown. After three weeks with still no answer, the Relationship Manager advised us not to pay the next payment. We paid two-thirds of the payment. A few days after the payment was due, our Relationship Manager informed us that the request was declined, as was the case with all her other clients. Apparently, we had to apply through another route directly to Home Loans. As one of the conditions of a payment holiday was that the account was not in arrears, we hastily had to find the money to repay the unpaid part of the payment, which we did. It is now three weeks later and one week away from the next payment, and still no answer, despite many requests. To add insult to injury, Nedbank Insurance has increased our compulsory household insurance policy by almost 10% - nearly three times inflation and in the middle of Lockdown when everyone has to tighten belts. Or objection has similarly gone unanswered. Bottom line: Nedbank is full of empty promises and just does not seem to care.