Cancellation Letter request - no assistance

Requested the cession cancellation letter on the 22 March 2024 and emails were sent to 4 people at home loans and deceased department to assist but still no feedback from them with the letter or whether there is a problem with my request. It means out of all these people no one reads his or her email. Tried calling today am thrown from pillar to post been transferred to 6 departments already. seem like FNB they really don't know what other department deals with. I am so frustrated with this poor service that time I am calling using my phone 20 minutes listening to music and when they respond they know nothing but to transfer me to another wrong department to request for a mere cession cancellation letter.