Poor turn around time

I have been paying my hollard funeral cover since 2011 wen I started working,a consultant called me on Thursday last week with regards to my payback am supposed to be getting since I have never claimed...the following day a consultant called me using 011315 number n said my money should reflect in 48hours it’s a week now n to my surprise the R7600 is still not paid into my account...the same account in which they debit monthly...