The most *********** bank in the world

Honestly if I could give this bank minus 0 stars I would. An absolute nightmare. I have a homeloan with Nedbank and for the last 2 months I have been trying and failing to place cancellation notice , it's as if they dont want to. I have called and emailed a million times with no answer. Yesterday by some miracle after being on the phone for 33 minutes someone said he would check if they can place notice and came back to me saying my homeloan was with collections so they wouldn't be able to help me. I questioned why as my account was up to date and he wasn't able to answer me but instead put me on hold for a further 10 mins and disappeared. My homeloan is up to date. I just want to place my 90 fau notice which by the way I would have been halfway thru had this bank done their job. I still havent been helped and I have given up because they refuse to help me. Im contacting the bank ombudsman today because I refuse to put up with such incompetence. If for some reason Nedbank has placed my homeloan under collection they are messing up my credit record without a valid reason and I will escalate this further.