Beware of Sessions on Homeloans

I had a homeloan with Nedbank and once we sold the house in 2011, we paid off the loan and we assumed the account had been closed. Whilst reviewing my personal insurances I notice that one of my policies was submitted for security on the loan. Should Nedbank not have returned my session policy? O no, they will never let you know that the policy is not required as they will always hold the first claimant on the policy, whatever happens to you or your account. However, I app**** for it to be release early in February 2018. It is now almost May 2018, I reported the situation to the umbudsman and still I cannot get it released? I actually think that they do not have it. I think they lost it?