Late pay -out & poor service

I went to an Old mutual Office on the 27/02/2016 to surrender my 2 in 1 educational Plan. Reference Number CE***. I called to Follow up after &amp; the consultant said the money will be available on Friday the 11/03/2016.<br> However no funds have been paid. I called back again on the 14/03/2016, the consultant told me that my funds are not available because the policy has not be surrender yet somewhere the \FORGOT\" to surrender it.<br> This service is unacceptable. I don't expect my service provider to forget about me as the client. "