Terrible - No feedback since July 2022 on Letter of cancellation.

Dismal service. Old Mutual Policy was ceded to Nedbank in 1999 and need letter of cancellation from Nedbank for policy to pay-out. I have been waiting since July 2022 to get this letter. Have been send back and forth to Branch and then to Simone Scheepers who is just referring us back to branch. Received a cancellation letter for a different client!!!! This query has gone to every possible department but NOTHING..... absolutely frustrated!