Angry and upset

I am very upset by the way my qeury is being handled. I went to Maponya Mall last Wednesday, I was assisted by Sipho, who was very professional i must say, I handed in all the necessary documents that were needed including my bank statement and he scanned all of them in, I signed everything I needed to sign. I have been waiting since then, there was no communication to confirm that my query was being handled. I called in yesterday on the *** number, spoke to a guy I forgot his name. He said everything was in order, all my documents were in order including my bank statement, surprisinlgy this morning I received an sms that read: To complete your request we need your bank statement and some of the pages on the cancellation forms are missing. Ref CE***, how is that possible and what upsets me the most is that only now after 7 days do you realize that there are documents missing. The reason I am cashing in those policies is because I have a very urgent family crisis, secondly I took time of work last week to go to the brach. I cannot take anymore time off and I need this matter resolve. I need my money urgently, it is a matter of life and death. Sort out this mess NOW!!!