Standard Bank delivers poor service

In July,Nur Hassen updated my life policy by selling me new one and was supposed to have cancelled the old one.That process,to my knowledge takes approximately 4 weeks.Well it's been 8 weeks because Standard Bank just refuses to give me a Session letter to cancel the other one with Liberty.I've been phoning Nur Hassen's PA,Nadeema,with no luck she's been giving me nothing but excuses while the new policy's been activated and the old one still active.I then managed to get hold of a manager, Eden Synn from S/B Homeloans in Johanesburg,assured me that because my request was received on the 12/08/15 for the session letter,he would advance it so that i could have the letter by 13h00 25/08/15. Today is 26/08/15,NO phone call,NO email even though I spoke to Isaac ***hana this morning at 08h15. Is this just pure Vindictiveness from the staff,Incompetence or does Standard Bank not have a SOP in place?? After numerous calls,multiple reference numbers,which is not applicable with the follow-up,how do you expect any faith in your system and how do I get a competent person to deal with my problem?