cancellation of policy

I have surrendered my 2 in 1 policy on the 14th of August 2015with all the documents, I've been told to wait for 5-7 working days on the 8th day I followed up with them they told me it takes 7-15 days but they will make an urgent request which will take 48 hours to process, I did another follow up on the 3rd of September then they sent me an email that confirmed that the money had been processed I should wait 2-3 working days, still I haven't got my money