Shocking Customer Service

Shocking customer service received from the Nedbank branch at 69 DF Malan Drive. I have 2 existing bonds with Nedbank, Vehicle financed through MFC and a personal loan. I sol one of the properties. My wife passed away and as per the deceased estates policy her name must be removed from the title deeds. I app**** in October 2017 and despite many mix up and loss of th e documentation I received a letter from Nedbank home loans confirming on the 24th November that that the re-finance for the substitution will be subject to the home evaluation. We are now in February and still do not have an answer. The consultant that assisted me should not be attending customers as she does not have a cooking clue of Customer Service. I requested on several occasions for the Branch Managers contact details to no avail. I have called her several times and also emailed and still to receive feedback.