Disgraceful service

I requested a cession cancellation on the policy I hold on the 14 November and confirmation letter, 5 days later come back to tell me information provided not enough, not specific. Requested proof of payment from the bank, sent it. 5 days later come back no, need a stamp from the bank got stamp from the bank, promised to assist within 24hrs to 48 hrs, it is now 17:30 PM late no letter. What should I do. Just because of this act, my property will not be registered this year and don’t have place to stay with my kids. This is most disgraceful service I have ever receive. How can something so small, be so difficult to receive. I have escalated this many time but nobody cares. I am seriously concern about my future at liberty.