POOR POOR SERVICE & AMBIGUOUS

I went to the branch on the 11/01/2016 to surrender my policy i was assisted by a lady called Nombulelo at the Germinston branch (Golden Walk centre). The document that i was given clearly states that it takes 5 working days to process. i then contacted the call centre on the 18/01/2016 to follow up on how far the process has gone and i was told that it has been approved and awaiting authorization from the supervisor. Today 21/01/2016 i contacted the call centre again to find out, i was assisted by Mponeng Magalaka only to advise me that the branch (Germinston) did not follow proper procedure and they need my certified ID to proceed. Ilater then called Germiston branch to express my dismay with this matter and Nombulelo told me that it takes 10 -15 working days. i ifnd this service to very poor and what was written on the document that i was given very misleading and confusing for the consumer. The document clearly states 5 working days and should they need any further documents from me a consultant will give me call to advise. It is now the 10th day and no one has sent any communication out to myself of what they need from to assist with my claim. This poor poor service REALLY