Awaiting my money

After discovering that the saving / investment policy i had with was not what i was looking for, I decided to visit their branch at Maponya Mall with all the documents which they said i need to bring in order to surrender my policy with them, it was Saturday 06/02/2016 when i first went there. One week later on Saturday 13/02/2016 they sent me an sms saying they need my proof of residence, Shocked as i was i went back to the branch with the Proof of residence once again. Today as i see that my Money is not being paid into my account i called their call center where a gentleman told me they still awaiting a proof residence. HOW MUCH LONG SHOULD I WAIT FOR MY OWN MONEY ?????