policy payout

I went to old mutual Centurion branch on 2015-09-25 to request that they payout my policy and cancel it .they said the turn around time is 15 working days .the guy who helped did not ask for my tax number ,I got an SMS to forward it ref CE 921974 , today I called the customer service no. And spoke to nambitha who said they only received my request on 2015-10-06 .I want to know what is delaying the process as this is unbearable to wait and not knowing what is going on<br>