no trace on query logged

i visited the protea gardens branch on the 5/09/15 to calim on my paid up policies, i was given a reference number CE726073.The turn around time was on the 11/09/15. i havent heard anything since, today i tried calling the call centre and gave them the reference number and to my surprise nothing can be traced with the reference number,i then get t be told to visit the branch to log a new request, so this mean my visit to the branch on the 05/09/15 was a waste of time.