Extremely poor service

My mother has experienced terrible service with Absa since changing her Life insurance policy in 2017. Being elderly, I have taken it upon myself to assist her with this query. She has wanted to cancel her life insurance policy with Absa since 2017, she has done all the necessary requirement as in going into the bank and signed the documents and emailing the correct departments. till today this policy has not been cancelled and there is a back and fourth with Absa and the current policy service provider blaming each other on who has not followed the correct process since 2017. My has been paying to life insurance policies ever since, which is a complete *******. Even attempting to set up an appointment to lay complaint with Absa Tokai branch manger she refuses to acknowledge the complaint or set up time to assist my mother. The bankers from Tokai branch started this mess by not following the process through and she is just left with nobody finalizing anything. **** service received from this branch esp manager whom one would think will provide attention to this long awaiting query. Advised my mother that we as a family should all change banks and cancel all our products with Absa