Delay of payment

I have an retire annuity plan which my financial advisor advised i should get disinvested so the money can be paid back to me. After stating it takes 3 to 5 days. I waited a week to find out they need a tax number. After submitting it, it still took another week. And nothing was paid out. So i phoned head office and found out the incorrect forms was submitted. I sent the correct forms last week and yet nothing happened. I phoned yesterday and the consultant yet again told me they would escalate the priority as they are only awaiting approval to pay the money over. If it has been escalated twice and nothing happens. How long will it take in the future to get any policy paid out from them? And i am considering cancelling the new savings plan i took out with them as the time it takes to get is just currently a drag.