Dissatisfaction with Service : Old Mutual

On 13/02/2021 I went to Old Mutual Westgate to surrender a policy. I was informed that the turn around time was 7 working days. On 23/0/2021 i went again to Old Mutual Westgate to enquire when payment will be made as 7 working days( excl weekends) has elapsed. The agent referred me to his manager. The matter was escalated to Old Mutual head office. I was telephonically informed that the turn around time is 15 days before payment would be made. I was assured by the complaints resolution manager that payment should have been paid on 8/03/2021. To present no payment has been made. Can the complaint resolution manager give me an exclamation when payment will be made as I was relying on payout to settle some of my arrear debts. I have already assured my debtors that payment for arrears debts will be made on 9/03/2021, however, this is not the case. My Old Mutual ref. No CEB***, Old Mutual complaints resolution ref no is PFC S***3. OCM***2. OLCMAN***1