Pathetic Customer Service

Since 04/09/2018, I have been trying to cancel the cession of my policy on the Bond account. I was initially told this would take about 10 days. I followed up on this on 21/09/2018 and I was told you have not received the documents and I did not indicate the correct details in the subject line so they could not check if it was received. I resent the documents on 21/09/2018. On 27/09/2018, I received a confirmation letter from Nedbank indicating the cession has been cancelled only to find out that they have cancelled the wrong policy. To date I am still awaiting the correct letter. Due to the lack of interest and poor customer service, my debits have gone off in September and October now, what does it take for this to be sorted and who will re-imburse me????