Lack of urgency/Bad Customer Service/Incompetence

I did an withdrawal on my policy on the 10th of November and was advised it will take 14 working days, when I followed up after the said days was shocked to be advised that my case was closed without being actioned as there were outstanding documents. I submitted all relevant details on that day and don't understand that if there was any outstanding document why was I not contacted. I have a planned event this coming Saturday and needed my money however you people are failing me, which makes me wonder in the event of serious matters like death how will I be treated if your lack of urgency and service delivery is like these, I think it will be better to part ways. People are so *********** in dealing with customers, they are quick to pass on blames as if I care about your internal affairs. No one is willing to take ownership of the situation and resolve it. It was not my fault that documents were outstanding and now your lack of efficiency is making me suffer. I urge that these matter be resolved by close of business today.