UNPROFFESIONAL, BAD SERVICE

I PAID OF MY BUILDING BOND LAST YEAR JUNE!!!! TO DATE I HAD ZERO CORRESPONDENCE FROM NEDBANK. TODAY I CALLED, YET AGAIN MY ADMINISTRATOR HAS CHANGED (NO NOTICE). I WANT MY TITLE DEEDS, I WAS TOLD THEY HAVE BEEN LOST !!! AND SHE HAS ASKED THE ATTORNEYS TO GET NEW DOCUMENTS, WHEN DID THEY DO THIS?? ONLY 48 HOURS AGO!!!!!! I HAVE PAID OFF THE BOND 7 MONTHS AGO!!!! HOW IS THIS POSSIBLE, DISGUSTED IN THE SERVICE NEDBANK CORPORATE LOANS GIVE. 20 YEAR BOND AND I HAVE TO CALL ANNUALLY TO GET A STATEMENT, NEVER HAVE THEY DONE IT ON THEIR OWN AND NOW I WANT MY DEEDS AND THEY HAVE LOST THEM?