Session cancellation letter incompetence

My father passed away recently and we need a session cancellation letter on a policy that the bank currently holds in order for the policy to be paid out to my mom. I have been to the bank 4 times in the last 4 weeks and there is absolutely no response or feedback regarding this request. My father has no outstanding debt (credit card , bond etc.). This should not take more than a day to provide us with this letter. The frustrating thing is that it does not seem the consultants at ABSA knows how to complete the form properly to request this letter. I have delt with many companies over the last 3 moths in order to finalize my fathers estate but this is by a country mile the worse experience I had to deal with. It seems with ABSA you are either in the red or you see red...