They don't want to cancel the life insurance

I have been calling the Standard Bank Bond Cessions with no success. Today I spoke to 4 consultants and they all tried to put me through but failed. I sent Standard Bank my life cover insurance documents requesting them to cancel the life cover which comes with the bond because I have my own life cover. They responded by sending me an email to say I must fill a cession formation which I did. The problem is I don't know what details to put on their part and the consultants in the branches have no idea as we'll as the call centre consultants. Current two life covers are being deducted on my name because Standard Bank hastatement poor service.