Lack of response

I had an account at Absa 15 years ago and took out a personal loan, which was settled a year or so later. One of my policies (Liberty Life) was ceded to absa to secure the loan. The policy document was never returned to me. As the policy is paid up, I want the money to be paid to me, but as it is still ceded to Absa, they have to release their hold on it. I do not have a personal account at Absa anymore, just a Trust account and understandably Liberty won't pay the money to any other than a personal account. I have been back and forth to the bank to sort this out, but to no avail. It's been a month and apparently the policy is not on their system anymore but they also cannot give me the letter, as it is now a Legal matter(!!?). I spoke to Absa Langeberg Mall in Mossel Bay to a Mr Berry. Can someone help and respond to me please? I was at the bank again today, but to no avail.