Late payment

I went to old mutual in George to make a notice on my 2 in 1. Savings policy..the process didn't take time an the gentlemen who was helping me was excellent..after the process I was told that I will get my funds with 5 working days... 5 days elapse still no money..I went back to old mutual and i talked to a different lady who informed me that the processing time is not 5 working days but 15 working days....why is old mutual playing games with us...cause when I look at all the complaints of payment delay people are initially told it's 5 working days then later it's 15 days...we really need somebody to explain this