African Bank credit life policy

After being retrenched in October 2019, I contacted African Bank regarding a credit life policy on the account that can take care of payments for a loan I have with them. I were informed that there is no credit life policy on the account. After I went through all my documentation, I found a signed copy of a credit life policy, which is mandatory when taking out a loan with African bank. I sent a mail to the relevant department on the 12th of July 2020 and have still not received any correspondence from African bank regarding this matter. (today is the 22nd of July) I am very disappointed that I was told there is no credit life policy in place when in actual fact there is. Could someone please reply to my mail, or contact me to resolve this matter.