No feedback from Nedbank in almost a year!!

My father passed away on 31 May 2021. We noticed on his bankstatenent there was a deduction from Nedbank so I sent them an email with the relevant documents after I called them to query what is was. I have sent numerous of emails back and forth to the bank regarding the loan *** and only received proper feedback and correct feedback on 22 March 2022 that loan was settled with the insurance and closed. I have also been sending emails and calling regarding my dad's investment policy *** which we received a letter in the post in January this year and I called and the agent told me on 20 Jan 2022 that my dad's 1996 investment is still active and we need to resend the claim forms using the policy nr ***. Again, we have been sending emails and my mom( Jacob Muller) who is a beneficiary on the policy has also called regarding the investment claim. My dad, Ivor E. Muller (***) policy was listed on this old ID number and his new ID number *** is on the death certificate and this why they could not pick up the investment on the new ID. I however have sent through old passports with all needed documents and we are still not getting feedback after numerous calls and emails for assistance. My dad will be gone a year now next month and this is still not sorted! We have sent my cell number Raquel *** and my mom's cell number Jacoba *** and no one is coming back to us.