Complaint *** not resolved. Cover up

I have had a problem that the bank has failed to resolve. On 7 October 2019, it came to my knowledge that three of my stop orders had been returned. I had not stopped any order and there were sufficient funds in my account. Then going back on my records, I discovered that a life policy had been canceled in August 2019, because the stop order had been returned by the bank when I had in fact not canceled it. It is now more than four months that I have been asking the bank manager at Cresta, Hein Hoffman, and other bank officials to assist me. Hein says that the bank is "investigating" the matter, but for four months I have had no answers nor an explanation. My complaint number is ***. I am trying to get this life policy reinstated, but I need a letter from the bank stating that I had not canceled the stop order and that there were sufficient funds in my account. Again, for about the 20th time yesterday, I asked Hein Hoffman about the matter. He said that the he and the bank cannot give me such a letter and I was wondering why not. I believe that FNB has somehow messed up and are refusing to acknowledge their error. I need that letter which is basically factual - I did not cancel the stop orders and there were sufficient funds in my account. Then the financial manager can try and have the policy reinstated. Is this complaint number even valid? I have submitted a complaint to the Banking Ombudsman quoting this number and have had no acknowledgment of my complaint. Something is wrong and FNB has to own up and fix things. Something is being covered up.