Poor service

i have a annuity policy with Old Mutual Pretoria East , i submitted all my nessary documents for pay out of this policy on the 08/01/2015 ,i was told it would take 7 working day for it to be resolved thus resulting in my money been paid out to me. i waited for the period of 7 working days to pass i had no responce in this matter, i tried contacting them on nummerous occations , either resulting ing no answer or long stories and been given empty promisses , today 04/02/2015 i finally got a answer that my papers are lying at head office and it is going to take a futher 1 to 4 working days to pay out, how ever after all these empty promises all this time i dout very much this is going to happen . i am very unhappy with the leave of service i recieved from Old Mutual as there was never a delay when they needed their monthly fee from my side,