policy claim

I have a policy with old mutual and I went cresta branch to cancel the policy they said to me they have submitted all the paper work and they also gave me transaction summary report showing that it has been submitted.After 7 days I didn't get my money then I went to randburg branch to check what was wrong when I got to randburg they explained to me that the claim was never submitted by cresta branch then they said they will resend the claim again.Today its 7 days again and I havent received my money.I then called their call center today and some lady said this claim had never been submitted by randburg or cresta branch.please can someone give me full feedback on this matter.