Poor service all over

I work for an insurance company and I am trying to assist a client that have an investment with x insurance company, but on the investment is a cession for old Permanent Bank for a loan he had. Client tried to get the cession released from Nedbank with no luck. I used to work for Nedbank, so I know that there is a department for this. I phoned last week the call centre to get an email address to sent through the indemnity through to get the cession released. The person on the other side didn't want to help at all as the client wasn't with me. Yesterday I visited Newmarket branch for assistance. Scary how they can't assist as the client doesn't have a private banker. Natasha said she will phone me back... Later the afternoon I received a call from call centre Lindiwe that said she will phone me back today with details. Empty promises lead to no action. This is absolutely horrific service!