Lifting of session on bond that is paid in full for almost 10 years

I am a ABSA platinum client and do have a insurance that must pay out but before they do so, they need a simple letter from ABSA that session can be lifted. In today's IT environment it should be simple to see on system that I have no financial obligation towards this anymore and issue the letter. According to ABSA it is not that simple and I just have to wait. On that premise I lodged a formal complaint to ABSA action line. Numerous E-mails and calls, apart from "apologies for inconvenience caused" have resulted in nothing so far. It may not be a priority for ABSA but is very important to me and require quick resolution of matter.