Poor Sevice Levels

Nedbank has no service levels. I have been trying to get my Cession on my life insurance cancelled on my bond since 11 October 2019. From phoning & emailing them. No good. I needed to go into a branch which they helped me phone them, and after an half an hour on the phone, the request was sent and I have to wait 9 working days. It is the 9 working day and still no cession cancelled, phoned them again and well waiting for a specialist to phone me back. I have been in contact with the call center with emails since the 16th October 2019, well the response was poor and after 2 weeks email, you should think you got helped.