Terrible service

Absolute nightmare. My wife and I purchased a property in 1998 in Potchefstroom, and took out an annuity policy with Sanlam as collateral that was ceded to our lender, Nedbank. We sold this property around 2001, but continued to pay the premiums until it matured. To our surprise, Sanlam are saying that the plan was ceded to Nedbank and not canceled, following the sale of our house. To make things worse - I’ve been living in the UK for the last 18 years and it is virtually impossible to speak with someone at Nedbank to resolve this issue. We’ve even instructed a financial advisor but they’ve given up. All I want is the money I’m entitled to following the maturity of the policy.