21 days and my payout has not been actioned!!!!!!

I called cleint services this morning and spoke to Kim (***). She advised me that my documents was received on the 02/052015, however i emailed all documents on the 28/04/2015. She checked on the progress of my pay out and advised that nobody has actioned or done anything on my payout and she could not explain why my query after 21 days has not been actioned. Is this the type of service??? . She apologised although its not her fault and said that she will escalate to her Manager immdeiately. IS this the service that OLD MUTUAL clients are exposed to???...now i have to wait another 21 days. OLD MUTUAL clients please be aware that you will not get you payout as within the working days that old mutual promised you, so please dont make any budget plans becuase it can be anytime when OLD MUTUAL decides to look at it.