Old mutual not paying

I claimed from my savings last week Monday on the 7th of AUGUST. To date, I have not received payment from one of the savings I claimed from. I've called in more than once to ask what's happening and there is no clear explanation of why I have not received my money. Mind you, I had to wait 20min to speak to the consultant. It costs me a lot of airtime to call time and again. My reference number is MCAFCE ********** . What an inconvenience. I'm tired of old mutual now