Payout delay

I went to Old Mutual Centurion branch to surrender for my savings. I received a print out and they even emailed me the transaction summary stating that the transaction will take 5 working days.. This was done on the 01st October and is now the 12th and have not yet received my money. I went to the branch on the 8th just to follow up as i desperately needed the money by Friday. I spoke to the consultant who assured me that after speaking to his manager, I will receive a phone call from the costumer service manager to explain why the delay. Till today, I have not received a call or the money.