Still wating on conversation tape

My money is still being taken out of my account and still waiting more than a month for the voice recording that i asked for .Why is this life policys not closed as Standard bank asked me a confirmation letter to cancel the policys ,that i did ,but policy still active .and stop calling my mother please im the one paying her policys.because she dont understand the high english. Speak to me please. Can some manager please assist because this thing is taking too long.