Bond account settled but no communication nor acknowledgment

My husband and I have SETTLED our bond account LAST YEAR to this date we have not been contacted for the next step. When we went to the branch multiple times all you are given is a Telephone to call with which no one is helpful. We got given an email address which we sent a request but to this date no one called us, went to the branch again, obviously we get given a phone to call we called they said they did not receive an email but we received an automated response acknowledging our email.