FNB: No cession letter

Bad experience with FNB. My fathers Momentum Life policy was ceded by FNB in 2000 as colateral for a small personal loan. The loan has been paid in full many years ago. He now need a "No cession" letter to confirm that. He is a pensioner and dont have access to the internet. I took him to FNB Centurion branch on Monday and was referred to an in-house telephone to make some calls. During this 3 hour process we were referred to at least 3 other departments without any results. We left the bank and start making calls from home. Since Monday I have made at least 20 calls to different departments at FNB and nobody could assist us. They either dont know what a No cession letter is or neither have the ability to issue my dad with one. We have confirmed that he doesnt have any loans (Home loan or personal) registered at FNB but just cant get confirmation in writing to confirm that. How difficult can it be?