Poor product setup and staff not trained

We've been struggling to get hold of anyone that can assist with a settlement letter for a bond that has been paid up more than 10 years back. When you phone they say you need to go to a branch. When you go to a branch they say that you need to phone. We 've been to a branch and did not leave until someone tried to help. It has been more than 2 months now and still no answer. We've even lodged a complaint directly to Nedbank Complaints, still no answer. No one seems to know what to do and Nedbank is suppose to be the bank that wants to assist and be number one. Not going to happen at this rate - would have given no stars if it was allowed.