cancelled my policies but was told i have not

I went into the Old Mutual office on the 12 September 2015 to cancel my 2 policies I was told that they would fax my cancellation letter on the 14 September and that the money for both policies will be in my account by the end of the week. I called in on the 21 September to the Old Mutual office to enquire why I have received anything as yet only to be told that they have not received any notification of my cancellation and that i will need to resend them the documents. I do not have time to go to the bank to get another statement or certify my ID .This is ridiculous as I urgently need that money for a personal matter.<br>