Been waiting for 27 days for a disinvestment but no corresp

I did a disinvestment on 2 policies on the 29th of September and I haven't received any correspondence. When I follow up they said they have escalated the request to the manager. This morning when I called to follow up on the issue, I'm told the form that I filled is incorrect....the very same form that was sent by their agent. Now I need to restart my claim 27 days later???? How many more months do I need to wait for a simple disinvestment? The reference number is that I got last month is CCCNM***5