ABSA Bank - Session to be released

One of my policies was ceded to Absa many many years ago. It was still in the days of Volkskas, United, Trust bank etc. One of my policies is now due to pay out but Momentum cannot pay me out before the Session is cancelled / released by Absa. I went to the local Absa Branch but the ladies there had no idea how to help me and it seems like they have never dealt with something similar. I then went to another branch in another town and the Consultant completed a form and submitted the form to Absa's retentions division. To date I have not received any feedback from them. Out of desperation I wrote an email to *** and after a few days received a reply from them to visit my local branch for assistance. I have already visited 2 branches and not one could assist. What can one do to get the session released or cancelled, not use in phoning Absa as they cannot assist over the phone. Never in my life I will think of dealing with Absa bank again.