Waiting for cancellation letter from the credit department

I have a SANLAM policy that needs to be paid out, the policy is seeded with ABSA and after my broker send the correct policy letter to them, they still cannot send me a cancellation letter from the credit department. Everybody is going forward and backward, but no real action. It has been escalated, every time I send an email or phone...and still nothing. It has been a few weeks now. The Branch is ABSA Menlyn