Policy payment pushed out due to lack of checks

HI,I sent through my surrender documents on 29th Oct.I called to find out if they received it O.M. staff said yes.Then on the 2nd of November I only received an email stating that they've received my documents and the process will start from the 2nd Nov. I responded and said NO it should start from the 29th when one of your staff agreed on the acceptance of the documents. To date, no one came back to me on that matter. Then I called every week since to check if all is still in order.Different people from the call center gave me different responses and had to look for my documents on their system each time.Last week I called and spoke to Bulelani 3 wks later, which then picked up that all this time my policy number had not been written on my documents but it has been stated by OM staff that all in order. then i had to resend my documents. And their clause is 10 -15days for payout on your policy so I then spoke to the manager Erefaan Kaanemeyer which said to me that I was the one that didnt write my policy number on the documents and made it sound more like my own fault now. I expected them to pick up things when i spoke to OM the first time and they said ALL IN ORDER!