Policy surrender/cancellation

I have cancelled/surrendered my policy on the 21st of January 2019. I received a message on the 22nd that money will be in my account within the next 3 working days. I followed up on Tuesday the 26th and i was told that the branch code was wrong, and the staff member said that she will send the application again. Even today the money has not been paid to my account. I sent an email and i was asked to send my bank statement of which i did but nothing has happened. Your service is very bad, i opened an account with you when i cancelled the 2 in 1 policy but after this terrible service i want nothing to do with old Mutual. You really do not cared about your customers. I am not sure if this is a way to let customers give up on their monies because i submitted everything and it was scanned. If the branch was wrong you could have checked my documents and fix it. Again if i did not follow up i should not have known that the money was sent back because the branch is wrong, why dont you call your clients when such happens. When you see that money came back, shouldn't you call them and let them know and ask for whatever documents that are missing. Your service is very very poor!!!!!!!