Struggling to get a simple letter

Because of Absa LIfe's incompetence, I thought i did not have a life policy with them, until I received the documents months later confirming my life policy. I did not mind as the policy was more value for money than the policy i took out with a 3rd party when i thought Absa did not want to give me a life policy. I was patient throughout all this, but now i need to cancel the other policy and because Absa wanted me to cede the policy to them, i now need a letter from them giving me permission to cancel the other contract. They cannot email me this letter as they need to verify my identity,so i called Absa Homeloans and was told to call Absa Life. The more i tried to tell the consultant that i don't want to cancel the Absa policy, the more she told me to call Absa Life. Why do i need to call them to cancel another policy. This is not the first time i am having this problem of being sent around because consultants are too lazy to help. Please call me back as i have wasted so much airtime because of the call centre agent's incompetence already. So fed up with this bank!