No Help from Nedbank, just sent from branch to call center and back

I am shocked and disgusted and the level of service from Nedbank. Firstly i needed a cancellation of cession letter in order to claim the life cover from old mutual. I went to the branch and they said i must call the call center because they dont do that. When i call the number they also said they dont do that must go back to the branch. So i went back to the branch, in the branch they made me call the call deceased estate department and said that its gonna be a while cause they dont like to answer? No response from the mails and no response from branch or call center.... What do I do now... will someone see this review and help me with this?