Investment Surrender Payout

I have submitted a surrender request to Old Mutual on 01 July 2015 and I was told that my documents have been sent for processing. It has been 16 working days and my 2 in one savings contract is still active. I sent a follow-up email and was told to send the same documents that I sent on 01 July 2015. This seems to be a very common occurence, kindly assist. ***