Delay for payments

I have submitted my application to Old Mutual for cancelation of Policy on 10th July 2015, I have to send them the IRP5 Number I did that and promised me that will be paid within 10days, on Saturday, 1st Aug 2015 went to branch in Midrand to find out about the payments only to realise that they need the copy I have submitted the copy still going to take 10 working days, I am desperately need that money my daughter will be expelled from school I don't money to cover up please assist me as matter of urgency I will appreciate that as I don't have any were to go. The staff don't explain or do the correct thing on the same time explain things one by one and when you go to another person giving you different story and they are working in the same company I really need help to get this money please help.