Delay payment of a surrenderd policy

on the 30th December 2015 I went to Old Mutual Carnival mall branch to surrender my policy. I submitted everything that was asked and also received a confirmation via email stating that my things will be processed within 15 days which was the maximum. On the22nd January I went back to the Carnival mall branch to find out what could have happened I was informed that the matter will be escalated and I will get my payment latest 25th January when I did not receive it I went back to the branch on the 25th saw the manager who informed me that she has no powers all she could do was to escalate the matter and she promised to get back to me on the 26th Jan and she didn't. I really need the money as I have planned to pay for my daughters tuition with that money .Old mutual have set standards that they cannot meet and cannot even explain to me as their client where the bottle neck is If I do not get any response I will be left with no choice but to contact the ombudsman tomorrow