Edgars will not pay out my CREDIT balance on my AC

An amount of +-R1200 was paid into my acc thru a credit protection policy I had with Edgars. I went into Fourways store on 08/12 to have this amount paid to me. After an unsatisfactory explanation as to why this money could not be paid to me in cash, a clerk called 'head office' and the person I spoke to said it will take 21 days to have the money paid out into my bank acc! Disgusted with this ridiculous answer, I spoke Sarita, who made every effort to receive a proper answer from the notorious 'head office'. She spoke to a Buntu, a Diane Mitchell and several other ghost ppl who were unable to resolve my complaint. She did confirm during our exchange that the claim should have paid out within 48 hrs. Eventually, on Tuesday 15/12,I spoke to Rene Hendriks who promised to give me an update today, albeit it 10 days later!! She called me now to inform me that the woman at the creditors dept said they have a massive back-log' . How does this become my problem??? I am disgusted at the lack of accountability by Buntu and Diane Mitchell, 2 senior managers, who failed to follow up with the ppl they forwarded this query to!!! Catch a WAKE UP!!! Can I have an answer PLEASE? And MY money!