Cession release document hel

I have been trying over the last year and a half to get a letter from absa so i can cancel my old life insurance. I have been to 3 different branches re-signed my whole home lone agreement and just cant get to the right person to give me a session release document for a policy that has been replaced on the cession more than a year ago. Seems to me the branch workers just don’t know what to do to fix this. If i email every time they say it has to be done in a branch but no luck so far just a waste of more than R3000 on a life policy that i don’t need. Hope someone here can help me?