Really bad service

I went to the bank to cancel a policy which I held for 12 years and was met by a lady who doesn't greet one properly, doesn't know what to do and can't get off her back that is stuck to her chair. She even asked me what to do. I was there for a frustratingly half an hour and walked out of there still not assisted. I told her I would report her and her reply was simply 'Do it then' I reported the incident to Nedbank Customer Service with all the details and got a reply on the 7th of July stating that they will get back to me. It has been 15 days now and still no response. I refuse to go into another branch of Nedbank. I suppose because I want to cancel a policy and it's not millions I don't matter....