Nedbank not helpful

Our Bond was almost paid in full in January. We requested a settlement from Nedbank and paid the bond in full before 26 January 2021. After the bond was settled we requested a paid up letter to hand in for the salary deduction to be stopped. After being transferred to the legal department 4 times and reverted to customer service every time the consultant advice that they can only supply me with the letter when the matter is handed to the Bond cancellation attorneys. As soon as received confirmation from the Bond cancellation attorney that they received the instruction to cancel the bond, I contacted Nedbank. Again I was transfer between the legal department and Client cervices. AGAIN Nedbank advice that they can't give me the letter I advised them of my previous conversation and a call was logged. - NO feedback received from this call. On 3 February I contacted Nedbank again just to obtain a statement reflecting the settlement we paid. AGAIN Nedbank will not send me a statement. I'm very DISEPOINTED with the service of Nedbank. They make promises and do not keep it. We need to advice Nedbank 3 months in advance if want to cancel the bond otherwise we will pay a penalty - So for the 3 months we need to make a payment on a bond that is already settled to the amount of almost R26 000?

WHY IS IT SO DIGFFICALT TO PROVIDE US WITH ANYTHING CONFIRMING THAT THE BOND WAS PAID IN FULL.????????