DELAY IN PAYING OUT AND FALSE PROMISES

I submitted my claim to withdraw and cancel my savings benefit on 18 February. Was then told I used the incorrect policy and they provided me with a policy number I have never seen before. Was told transaction would take around 5 days to complete. Few days later received an email with documents advising that my savings benefit had moved to a new policy? Anyways, I emailed last week Thursday asking for this to be resolved urgently as I need the funds and was told it would be sorted out. Friday after querying again was told I would receive a call before COB but no call received and no correspondence or update as to when this will be resolved. I am very disappointed in the service received and thinking of cancelling the whole policy as I cannot imagine what my loved ones will have to go through when it is time to claim from this policy. Terribly disappointed and upset.