Letter of Cession / cancelled bond

I called the call centre to request a copy of the letter of cession which should have been done when our bond with Nedbank was cancelled in 2010 and switched to a different provider. I urgently need this letter to surrender two policies that were attached to the bond at the time, i was told that this would be a matter of going into any branch and a copy could be printed or emailed straight away. however now the call centre has informed us that we need to request this in writing, which i have done and sent to [Email Removed] ref ***2 and that this will take 9 working days, to send me a simple copy. I cannot wait 9 working days for a simple copy< please urgently look into this matter and let me know.