Policy surrender

last week Friday I contacted AVBOB call centre about surrender my policy, the guy emailed the forms to complete and send them back. And he indicated that I must take them back to the nearest branch or go to the commissioner of oaths to complete the forms. So today I took my forms to the nearest branch in Vereeniging, the lady took the forms that I have brought and she refused to make copies from the forms that I came with. and she indicated that she wont be able to process my request because the branch manager is unavailable he only be back next week Monday. I need clear understanding how does the company operates without a branch manager which means if he s not around our applications wont be processed.