Unacceptable behaviour and 9 years of unfair payments no responsibility from Nedbank

I have never been so disrespected like i did by Wendy Thomas at Nedbank home loans.It was 1st a mission to get through to the correct person,i had to be send from pillar to post,at my cost cause i am the 1 who called.Finally i got through to Wendy to query a pending matter,she was rude,not listening,interrogative as if she is the account holder,how on earth do you have such a person working for there.She went to put me on hold for over 20minutes when i asked to speak to her manager because we were not getting anywhere.She put me on purpose and left me holding for over 20 minutes until i hang up.My query is still not resolved,they have been charging me assurance for 9 years when infact i have given them my life insurance to be ceded to my bond.I need someone from Nedbank to help,this is totally unacceptable.