Delay in Payout time since the 19th of Feb till 17th of march, and manipulation of my funds value

Hi. I requested that one of my policies be closed on the 19th if feb. I was sitting at around 62k or so. With a termination value of 57k. I sent a letter. I’ve been monitoring my profile since then. I checked the other day and the termination value was 53k. Still hoping it would change. I went seeing that I did not get a feedback. I sent an email to service@oldmutual to find out the status of my request. I was told to fill a form and go into the branch to stamp. On getting there. I had to fill the form online. Today out of curiosity I emailed old mutual to find out how much my termination value is and I was told it was 51k. How in heavens name to I lose 11k rands because I want my money back??? I did not gamble. I flipping Saved my hard earned money.