Standardbank not allowing me to cancel credit insurance policy which my existing life cover, can cover

I have been trying to cancel an insurance policy with standard bank for the last 2 weeks, as I realized I was double insured and advised i could cession existing policy with the bank. I have called; emailed, sent a customer complaint online, asked yhe third party involved in the process to assist and still no resolution. By law, as a customer I have the right to not continue with this insurance. So why are they not complying? I have submitted all required documents. The person who responded (no name in the email) sent a message after 3 days saying this doesn’t meet criteria for cancellation please amend. But, they didn’t read the documents I had sent. All the information they said was missing was in the documents. I responded pointing this out, and guess what? They disappeared like Casper the Ghost! With no response to my second email. I asked for a number to call as I was traveling internationally - No response. I sent an email to customer complaints! - No response!!

So basically I feel like this bank is coercing me. Either I keep being over insured or I lose my bond. This can’t be right! This isn’t as bad, as I can cancel and start from scratch but I am astounded by the fact that no one is communicating with me and responding to my issue.