Home loan : unresolved query

We bought a house in 2012. As both me and my husband were ABSA clients at the time, ABSA provided the best interest rate and we accepted the Home loan proposal. Both of us had to provide policies as surety for the homeloan. This house was sold in January 2017 and the homeloan for the new house was financed through another bank. All my attempts to cancel the cession against the policies provided for the "non longer home loan" ended up in a dead end. As a last resort I lodged a complaint on the ABSA website in Dec 2018. The last person contacting me in December following my complaint was Tsikani Mavis Mudzimu from the Customer Care complaints department. Someone tried to call me while I was on leave but the message left on my voice mail was very soft and I could not hear the name of the person. I called back on the number but ended up in a queue at a CC unable to speak to the right person. My issue is still not resolved and Tsikani is not responding to follow ups. I am very disappointed with the service from ABSA Homeloans as both myself and my husband have been clients of ABSA for many years. It's really so sad that the client is forced to cooperate before a loan is finalized, but when ABSA has to cooperate, the responses are slow and support very poor