Never ever! Does their employees even know what they are doing?

I thought Standard Bank was a reputable company, was I proved wrong or what? After months and months of back and forth to cancel a life cover policy I took out a new and cheaper policy that satisfy the demands of Standard Bank. However, I've been struggling to get a cession cancellation letter from Standard Bank so that I can cancel the original policy. Yesterday after I've been put through and directed to 5 different departments the Standard Bank representative told me I need to contact my insurance company and they (the insurance company) have to provide me with a cession cancellation letter. Since the policy is with them. That makes no sense at all, but nevertheless I contacted the insurance company and they confirmed my belief. I've lost all faith in this bank. As a financial institution should it not be in their best interest to look after their customer's financial well being? Right now I feel like I want to burn down my property!!! The struggle I've been going through is not worth the pleasure I get knowing that my parents have a roof over their heads - which is the primary reason why I bought the property in the first place. I've been raised not to say never ever... but now I will say it: NEVER EVER will I recommend friends and family to take out a home load with Standard Bank! NEVER!!!