Old Mutual Life Insurance Surrender not paid out

I handed in a request to surrender my life insurance to Old Mutual. After several failed attempts to fax the documents, they at last acknowledged receipt of the documents on 02 November 2020. With a notice in their letter saying that the pay out will take 7 - 10 days, it has now been 16 work days and i have still not heard anything from them. Only Grace in the Customer Services Department gives me feedback stating that she is still waiting for feedback? My policy number is ***.