NO ACTION FROM METROPOLITAN

I have an educational policy with Metropolitan Life. I called to surrender the policy and I was told to submit the necessary documents of which I did however, I forgot to attach the child's birth certificate which Mogohlwa Oliphant came back to me via email to say I needed to attach it. Since I didnt have it with me, I only managed to find it and attach and sent the full documents on 23/03/2015 and I CCed the admin email, Mogohlwa read the email on the 24/03/2015. Before I sent the documents, I called Metropolitan and the guy I spoke to said it would take 3 days for me to receive the funds and said the reason it would take 3 days was that I banked with a different bank and said if I banked with ABSA I would get them on that same day. Today, 30/03/2015 I spoke to Mogohlwa and he said my documents are sitting somewhere in the queue and will be processed as and when they can. I asked him what the turnaround time was and he didnt know, after I got irate he said it is 5 working days after they process the request. What the hell is that? He went on and on and said they are busy and so on. my question to Metropolitan is, WHAT THE HELL IS THE TURNAROUND TIME?and please stop misleading us.