Huge Delay in Paying

My grandfather was sent a letter dated 01/09/2014 by Old Mutual informing him that he was entitled to 350 shares (currently worth about R14000). He wanted to cash these shares out and was requested to send some FICA documents through which he did on 17/02/2015. The documents were received and his FICA status was updated by Old Mutual and he is now eligible to receive the value of the shares but so far nothing has been done. He has made numerous phone calls and spoken to Thembiso, Lebo, Xoli and Angelique twice but still he has not received his payment. Why is there such a delay in processing this? The shares belong to him and as such there does not need to be a delay in selling it. I would like this matter resolved by the end of this week (03/04/2015). Thank you