Payout and transfer of retirement annuity: Late Alastair I Gillies

On your website you state it takes "The withdrawal will be processed and paid into your bank account within a maximum of 7 days of you accepting these terms, provided all required documents are received. You will not have any claim against Old Mutual if the money is deposited into an incorrect bank account where you supp**** the incorrect bank details". Documentation was submitted on 18 October 2022, but no money has been transferred into my bank account. The proof of bank details was also submitted 7 days ago. My husband passed away in June 2021 and it takes more than a year to handle the transfer and payout.