PLEASE EXPLAIN

I had opened a group scheme policy last year and it lapsed early this year. I was told that I would be able to get the remaining amount paid out to me and I had to either fax/ email my proof of res, id copy and bank statement or go to the branch and cancel the policy and complete the form and submit those documents. I went to Arcadia Branch on the 10th July. I was assisted and told that the payment will take 7 to 15. I waited for the correspondence from Old Mutual regarding the status of my payment, but I never receive any. instead the only message I received was to rate their service. I have made calls numerous times, last week I was told that the money will be in my account by Friday, Yesterday when I called I was told that they are waiting for the correct amount to be confirmed, and that I should wait until that is done. My question is that why do you give a turnaround time of 7 to 15 days when you know very well that that is not the case? Why is there no correspondence to let me know how far the process is instead of being subjected to phone calls that takes long to be answered? I'm still waiting even today and I don't know what's gong on. Please Assist.