Lack of follow up

I bought a second hand policy through Absa. All paperwork has been confirmed as received but months down the line, it still hasn't been ceded to me and all the call center can tell me is that it's still in the previous owners name and that they will escalate it. Each time I phone (if able to get through within 10 minutes), I'm told the same thing. Absa head office is so insulated from the public that it's impossible to speak to someone other than the call center.