Policy cession taken over a year to cancel

When I opened my business account with FNB Fourways I ceded an investment policy over to them to secure my overdraft. Last year November I paid the outstanding amount in cash over to FNB and asked them to cancel the cession of the policy. I never received anything in writing saying it had been done. Now one year later I need that letter stating the cession has been cancelled. I went into the branch to speak to the business banker of which there is only one to ask her for this letter for my policy holder. I was told this would take about a week to receive. It has now been almost 3 weeks and despite emailing and trying to call the branch no one has responded to my request as to what is happening with this letter. It is beyond ridiculous that something which should have been done a year ago automatically is now taking a ridiculous amount of time to happen and beyond rude that FNB doesn't answer any of the requests to respond to the status of this request.