Policy Documents not processed

on 5 July I went to Nedbank Bedford Centre to fully withdraw and terminate my 2 Dreammaker policies *** & *** but only the 1st policy was terminated and not the other.I followed up with Client Services and they told me only the 1st policy documents were submitted and not for both.Fiona then emailed Mable Selesho (Bedford Centre) to email documents.She then sent the forms for me to fill in and emailed back to her on the 22 July which she submitted to Fiona.On Friday 31 July I emailed Fiona to notify her that the debit order for the remaining policy went through so I need to know what to do to terminate it.To date she didnt confirm receipt nor responded to mey email.Today I called the callcentre and spoke to Phumzile who is a Dreammaker consultant and she told me that the documents were not received.This is ridiculous and such an inconvenience because all the documents were submitted but I am not being assisted.These employees have proven to be *********** even when given such a simple task to attend their client but Fiona is just ignoring me.