Nedbank unable to complete my request after 64 days!!!!

During the lockdown, level 5 - 3 my father app**** for Bond Insurance reduction calculated on the remainder of his bond at Nedbank. The premium was supposed to be recalculated upon Nedbank receiving a signed letter from my father and mother stating the bond premium to be re-calculated on the remainder of the bond. The letter required a certified copy of both my father and mother's ID documents which I managed to get by standing in a very long line at our local police station. The email with the letter and certified documents was attached and sent to *** 18 Aug 2020, 16:04 from my father's email account. The autoresponse email was received and viewed within moments of us sending the email to *** on 18 Aug, 16:05. After waiting for a shocking total of 64 days we decided it's time to call back in and follow up and or escalate the matter with Nedbank. After calling Nedbank Insurance on 20 October at 16:33 we were on the phone for 10 minutes when the agent on the line blatantly told us the email was not received shortly before ending the call on us.This is unacceptable and very poor client Services from Nedbank Insurance/home loan team displaying and affirming that the agents who helped me since prior to applying for bond insurance premium reduction all seems to be *********** and struggle to help me with this task.I would appreciate somebody from Nedbank insurance calls me asap to explain why the agents couldn't help me and killed the call on me and as to why the request has been ignored and not actioned for an excess of 64 days which is way over the required amount of time needed for this task. I gave the service one star but i would further want to deduct half a star from rating this because of super bad service!!! 0.5 stars or service!