Poor customer service

I have a legal policy with Nedbank policy no NED24032 and the benefits they were telling me about when I agreed to take the policy we’re never met since October when I wrote the email regarding octogen to remove them on my credit report never happened I received an email from Nirvasha Arjun that said please respond to a client directly until today I never received a call nor email on what to do for them to help,and I’ve been calling them multiple time but they keep on passing from department to other.My questions is “is it how Nedbank legal treat their clients or is this a lie what they offered to help when I take their policy?