request not actioned

Ive been struggling for the past two months to have my cession request changed But your customers service guys seems as if they dont know what they are doing as i keep repeating myself over and over. my initial request was a portion of my life cover be ceded to another loan and balance to remain on the bond but i keep getting confirmation of full amount still on the bond. i sent several response back and called but seems like NO ONE IS INTERESTED TO ACTION MY REQUEST.This has resulted in me paying 2 life insurance unnecessary and need to refunded