Lifting of session: Absa

Lifting of session at Absa bank: I've got a policy at Sanlam that can pay put. Found out there is a session held at Absa for a study loan that has been paid off more than 6 years ago, and that I need a letter from Absa that they don't need the security anymore. Went to Absa branch in Paarden Island early June and spoke to Mathew Phillips (who did his job). Then my phone calls started... Since I went into the bank I started phoning at least twice a week to enquire the matter. No joy! Only this last few days (14, 15, 16 and 22 August) I made 7 calls! Spoke to the branch manager (Clive) at Paarden Island. Still no joy! Now I wonder... does it take almost 2 months to write a letter? Or is there just people not doing their job at the Kempton Park branch which is supposedly the only branch that can give me the final letter that I need to give Sanlam to process my policy payout?