Surrendering Policy not happened after 3months

My husband app**** to surrender Liberty Life policy that was seeded to the bank on 2 Sep. Told it would take 2 weeks to a month. Small Business Services dealt with it, but apparently very understaffed. Received no feedback. <br> When he made 1st enquiry - told to furnish previous years bank statements - did so. <br> 2nd enquiry - told bank couldn't find policy. <br> 3rd enquiry - policy wouldn't be released until overdraft cleared - managed to do so after approx. 1 week.<br> Now end Oct. Then Old Mutual policy available for surrendering and actioned on 3 Nov. On 4 Dec OM policy (after 1 month) is on release list, but no word about LL policy ( after 3 months!). It's difficult to get hold of the person dealing with it, he says he's struggling to get feedback for Senior Credit and Supplies in Nedbank. Who is not doing their job here? Why do we have to bug people and threaten them to get anything done when it's their job to do it? Our broker says other banks don't take this long. We are powerless to do anything as we are just stonewalled when we do make enquiries. Why does it take complaints on sites like this before people respond and do their job.