Money not paid after cancellling policies

I surrendered 3 of my policies with Old Mutual on the 5th of Jan 2016. I was told the process will take 5 working days. It is today the 13th of jan and I haven't had any feedback or money from them. This is the second time this is happening as I've previously had semilar experience from this company. I have other policies with Old Mutual and I'm seriously looking at moving them to another company. I do not want to be going through this everytime I make a withdrawal.