Deragistration letter

I was suppose to get a deregistration letter for my insurance as per standard bank policy they told me that i will wait for 15 days which I did it is now 33 days already when I called Phyllis day before yesterday and she told me that all things are in order. I called and sent an email yesterday to query and she told me that the document that she received were wrong document now I must wait again for 15 days which their 15 days is = 30 days. I don't have a car at the moment as I need my insurance to pay me the difference, but they cant do that until they can get a deregistration letter. above all i had to follow up on a daily basis the phones are for ever on voice mail and no one cares to reply back to emails.