non payment of surrender

I have a savings policy with hollard I faxed my surrender application on the 3rd of February. The policy states within 48 hours my money will be paid into my account. I have been calling hollard and I'm disappointed to report that I have called them almost 8 times trying to find out what is happening and all keep getting is that they are escalating my application. Last week Thursday I called their complains department and the agent told me that my money will be in on Friday. This morning I called again to the complains department and the lady I spoke to told she couldn't see any report that suggests that they are trying to assist me. I emailed them last week and haven't got any response from them. I am exhausted I don't even know how to deal with this people anymore. If I was the one in breach of a contract they would be sending me letters from the lawyer by now.