Ghosted by Old Mutual

I have not received any feedback or correspondence regarding the cancellation of my education plan. I cancelled the plan on November 22nd, 2023, and I submitted all the necessary documentation with reference number CED*** on November 23rd, 2023, as requested. I was told that the matter would be resolved within 5-7 business days, but to date, I have not received any updates. Every time I call to request an update, I am told that the matter has been escalated and should be resolved soon. However, I am not certain how much more it can be escalated at this point. I have not been given a specific reason or explanation for the delay, which is very unprofessional and frustrating. Could you please resolve this matter as soon as possible, as I am not willing to make any further payments towards this policy?