Pathetic service ****** clients into loans

I have a educational plan for my daughter, I never paid 1 premium late but when it came to my pay out date I did not receive what I was promised they told me I would wait 3 to 5 working days that I budget and depend on as was in the branch twice before the surrender date then when I went a day after surrender date I was told the policy number changes and you have to wait 10 working days. They new I was desperate for the funds as its eid on the 11th April so they try to manipulate me by offering me a loan with 28% interest that I should take and pay back when my money comes threw. I was so shocked instead of offering me a service and trying to help me get the money in the 5days they promised they rather give me this option then when I send them a WhatsApp with what I think of their service the Parow branch manger sends me a voice note with a Attitude saying she will log a call but it takes 10 working days not even we will try to assist or any sympathy for we sitting without food or clothes for our eid celebration so I wound refer anyone to old Mutual again my mother in law also told me they had to wait a month for their money to be paid out pathetic service but they quick to debit your account even a day before the debit date