Terrible Experience from Liberty Group

Hi there, I have a policy with Liberty where I was saving some money on monthly basis. I then decided to Surrender my Policy on the 6th January 2025. The consultant who I spoke to at the time indicated that the payout will take 5 to 7 working days and that day came and they told me no the Surrender payout takes 7 to 10 working days. So consultants who I spoke to kept on telling me different stories. So today on 16th of January they telling me that they have backlog and now I will be paid sometime next. They are now breaching their SLA times and I am not happy with this. I asked the consultant to speak to someone in higher position and she mentioned that its not possible.