PLEASE EXPLAIN

I took out a group scheme policy last year and it lapsed this early last year. I was then told that I will receive the remaining money on my policy and for me to able to receive the money I either had to fax/ email my proof of res, id copy and bank statement or go directly to the bank to do the cancellation and submit those documents. I went to the arcadia branch on the 10th July and was assted and told that it will take 7 to 15 days for the money to be paid out. I waited hoping to receive correspondence from Old Mutual about the status of the payment, instead I received the messages asking me to rate their services. I even made a call again yesterday and as with all the call I made I was told the same thing that they are still waiting for the correct amount to be confirmed and I hve to wait until that is done. My question is: Why give the clients the turnaround of 7 to 15days when you know very well that that is not the case? Why not correspond to let your clients know about how far the process is, instead of subjecting them to lengthy phonecalls? I'm still waiting even today and I need someone to assist me urgently.<br> :