not getting proper feedback, two weeks later

A request was sent through from the registering attorneys for the life policy to be ceded after phoning twice in one week for feedback all I was told is that they need another copy of my ID and when asked why this was not communicated earlier I was told that feedback was sent to the broker WHO NO LONGER WORKS THERE!!!!! NO ONE BOTHERED TO FOLLOW UP. I sent through all the documents once again and upon following up I still can't get proper feedback. This is not the service I expected from Liberty at all. I need to letter stating the policy is ceded so that the registration of our property can be finalised and Liberty is holding up the whole process.