Cession Cancellation Letter

I have been trying since the 4th of Aug 21 to get a cession cancellation letter from FNB on a Momentum policy in my name. I contacted my so called Private Banker, I've almost phoned all of the FNB contact numbers available (just to be transferred to the next department), I tried Secure Chat on the mobile app. I went to the Kyalami and Carlsworld branches, and still nobody could assist! I am without words, please advise next step?