Absa does not care about people when they surrender their polucies

I app**** for my Absa 25 year life cover to be surrendered in November 2020. I went to the branch in Paarl and on email. They said that paid out will be in 10 to 15 days. It's now 29 December 2020 and no pay out yet. I phone 3 times and every time the call Centre promise me that my claim is taken care of... I needed that money for Christmas and Christmas is gone now... Why are they taking soooo long to give your money back