OLD MUTUAL CAN'T CANCEL POLICIES???

The Old Mutual branch at the Pavilion Westville Durban has staff that are untrained and unwilling to assist with enquiries. My brother & I went there on 14/03 to cancel his policy. To date it has not been cancelled/ paid our, inspite of us going into the branch 3 (THREE) times to find out if there are any issues!!! Surely cancelling a policy should not be this challenging???? They said 14 working days?!? So disappointed...I have other policies with OM, but Im dreading to the day when it has to pay out / I want to cancel it...I do not know what to do next. My brother has left for a job overseas & needed the monies....eish OM!!!