With Standard Bank, you're on your own!

It's been a month since I requested for proof (just a letter or email), that my life insurance policy has been ceased to Standard Bank. Before that, it took me a week of calling, sending emails and having my calls forwarded 7 times before I finally talk to someone who can assist, who usually just gives me a reference number which nobody attends to. Each time I call to follow up with the ref number, I get another reference number. It would appear to me that the office attending to these calls is closed, if not, then it should be as it is clearly nonexistent. I have ceased my life insurance policy to Standard Bank and Standard Bank has noted and completed the cession on their side. Now all I require is proof that this has been done. This proof is required by my life insurer (Old Mutual) for them to also action the cession on the policy. I called again last week Monday requesting for the same proof (Got from standard bank ref: ********** 907) and nothing happened. I then sent another email yesterday (attached) where I plead with Standard Bank to send me proof of this cession, surprisingly, when I checked my email today, there's something from standard bank, so I eagerly open the email to check if that's the document I've been waiting for (a whole month), only to find out that this is not the proof that I was waiting for, instead, it was a notification from Standard Bank which reads

"Dear ITEBOHELENG LENKA, We would like to confirm that your service request ********** 215 for Cancel cession, is now open. Please allow until 05.04.2019, for investigation and resolution. If you have any further questions about this service request, please call us on ***. Regards, Standard Bank"

I don't know who requested Standard Bank to cancel the cession. I know that I requested for the cession, and after it was done, I requested for proof that indeed the cession is done. That is all I want. I'm afraid that with this new ref number, the cession will be cancelled and I'll have to AGAIN ask for the cession to be activated before I can request for proof, which will take me more than 2 months. I am now pleading with you dear Sir or Madam there at Standard Bank Home Loans, that you find it in your heart to provide the document I so desperately need. I am at your mercy. I even had to pay my premium for the bond insurance this month as my life insurer cannot action the cession without proof from the Bank.

I don't usually do this, but I am prepared to pay for this confirmation letter/email if (cooldrink) is what is required for people to do their jobs there. Kindly advise on the amount and banking details for me to buy the cooldrink with the hope that I will finally get what I have requested.

Thanking you in anticipation.

I.K. Lenka ********** (Mobile)