Pay back the money!

I surrendered my investment policy on the 27th of August and I was told it would take 5 working days for the payment to be made. Then I received an sms asking me to bring in my ID as they had the wrong ID document. Nobody has explained to me how that happened. 21 working days later, I am STILL waiting for the payment, and today they went ahead and deducted the premium from my account for an investment account I have already closed! In all 6 years that I was paying my premiums I never once defaulted, but when it's time for Old Mutual to pay me, they send me from pillar post, and nobody at the branch ever has any idea when things will get processed. What is the point of having a branch if all they can tell you is: we're just a branch, it all gets done at head office and we don't know when they'll get around to it? I am so sick and tired of Old Mutual and just want my money. If I could, I would also move my funeral cover from them and happily live the rest of my life having nothing ever to do with them again.