MISCOMMUNICATION BETWEEN ABSA AND SANLAM AND THEIR EMPLOYEES

So I need to cede a Sanlam policy to Absa as security for a new loan. I phone Sanlam and speak to a guy (I think his name is Riccardo) and he tells me that I need to go to the bank (ABSA) as the bank is the one that initiate the ceding of the policy. I then sent an email to Absa retail securities and they said that I must get a form from Sanlam and take it to the branch. Then I call Sanlam and speak to Phathiwe who indeed sent me the ceding form (So Sanlam changed the ceding of policy procedure and didn't inform their employees about it). Then I go to Absa, first I'm sent to customer service who then sent me to the consultants. While waiting for the next available consultant, an Indian lady asks if she can help me, I inform her that I need to cede a Sanlam policy and she takea me to the phone and say I must call retail securities or general enquiries, I told her I've an email from retail securities saying that I must come to the bank with the forms from Sanlam, the lady told me that she can't read emails then I read the email to her. She then asks 3 consultants if they know how to cede and policy and they said NO!!! The third consultant who was at the customer service when I was there suprised me because she had said that they (the consultants) do policy ceding but now she has changed her tune. Wow!!! So I wait there by the consultants and eventually a guy consultant tries to help me. Poor guy didn't know how to fill in the Sanlam forms that I brought with, but he made phones calls to the retail securities to find out the exact procedure for this whole thing. He then asked me to go back to Sanlam to get a policy schedule(which I think Phathiwe should have emailed with the ceding forms in the first place) and ask them to help me fill the ceding of policy forms (mind you this form is about me and Absa). So I went to Sanlam (Madiba street) and spoke to Neo and the white lady, these two were very friendly and helpful. So I'm going back to Absa soon with the ceding form and the policy schedule that they asked for, will update you when I come back. NB!!! The two institutions should communicate their changes so that me as their client don't have to go up and down for 3 days to get 1 simple thing done. . Absa must take their consultants to customer service course, they were rude and untruthful. Sanlam must communicate changes their staff because Riccardo didn't know that the ceding of policy procedure changed.