No feedback / response since July 2015

I have a Nedgroup Life Policy with Nedbank. I was advised to have this policy updated to include Critical Illness to this policy so it can be used as Insurance on my loan. I have contacted the Pavilion branch in Westville, Durban where my policy was held but was told that the broker has left Nedbank. In June 2015 I was told to get a change of broker authorisation form signed which I did so that the current Financial Planner (Lionel) could work on it. I was told to set up a meeting during the week but I explained that I am only available during the weekend. I was then told by the Financial Planner that he only works during the week and won't be assisting me during the weekend. I have sent numerous emails to receive some help and the last 1 was sent in July 2015 but I am yet to receive a reply. I am currently paying the premiums on my Nedgroup Life Policy and the Nedbank Insurance that is attached to my loan. I have now got 2 policies for the same cover. Will I receive a refund from Nedbank due to their staff's disregard to Nedbank's customers? The only way to have my loan approved was to have an insurance cover taken out through Nedbank so that is why I had to go ahead with this