Title deed release for paid up bond and insu

Can someone call Asanda, the title deed for the paid up house is not being released by standard bank and their insurance doesnt want to release the excess money instead claiming they are owed R10k for a cancellation that was initiated in 2020, 3 years down the line they claim they are working from home and cannot action somethings, can we please get in branch assistance cause these calling someone we always get transferred and no one is taking responsibility. They also don't want to quote the new owner for building insurance. It is hell dealing with this company when it comes to asset owning its like we aren't entitled to own a paid up house!