perthentic and disgusting service

I have surrendered my Retirement Annuity Fund at the St Georges Mall Cape Town branch on Friday 25th September 2015 and was given a copy of the policy that I surrendered and the funds are less than R7000. It showed all the information as to what would be paid out and the staff member clearly explained it would pay out in 15 days. I am waiting 16 working days thus far and have called the customer service last Thursday and they said that everything is in order they cannot see way the money can't be released. There has been no proper explanation or feedback on this regard totally perthetic and unprofessional! I want my Money please!