Hollard life/FNB homeloans shifting a goalpost In cessation of life policy linked to a property sold in 2020

In 2016 I took a homeloan with FNB, and it was mentioned then that they are not offering a life cover for homeloans. I was advised to take one out with Hollard.

I sold the house in September 2020, upon inquiry on the cessation of the life cover I was told that it will occur when the homeloan is cancelled. That did not occur. I started making telephonic and email inquiries with FNB and Hollard from March 2021.

The emails have been returning autoreplies acknowledging receipt of my mail without cancellation. The telephonic attempts at FNB were initially mentioning that I have no active policy with FNB then taking me from pillar to post. Hollard mentioned from the onset that I have no policy with them despite debit orders with their reference going off from my bank account. Only in November 2022 they sent me a form to complete, and I was reassured that in 30 days the debit orders will cease.

That did not materialise, and on follow up I was told the person who made the promise is no longer an employee of Hollard. I was told to seek a letter from FNB confirming cancellation of the homeloan, which I did in March 2023. I was reassured that after submitting the form together with the letter from FNB the debit order will stop.

Upto now the debit order is still going off. I am out of ideas on what it will take to get this shifting goalpost to be fixed, and the fact that there is acknowledgment in writing that this matter has been going on since 25 March 2020 while I am paying makes me wonder if its right that I do not get my monies back when this thing stops