Pathetic service and bad attitude

I cancelled my policy on the 12th and till this day they have not paid my money back to me, I called on Monday and they told me that it has been authorized and they will pay and when I call today my call is answered by a super rude girl who has a stinking attitude. I was asking her about the payout and she then said the authorisation department has a back log like that is my problem. That lady needs training in how to talk to clients. We calling coz we need help not to get attitude, I will never take anything at old mutual with staff like that. I want my money and I want it as in like yesterday or I will be touch with the ombudsman coz I think I will get help even if I talk to their dispute department, I might just get the same attitude I got today.