Purposefully payment delay

I am very disappointed in old mutual, i filled in my disinvestment on the 21st and only got feedback on the 26th..... Fine, they told me i needed to fill in outstanding documents, and i did... On the old mutual app it says it will update the status in 4 business hours, i did that on the 27th at 13:30, today it's 28th no status change, i called old mutual and i was told it will change... It's 22:04 still nothing, why are they delaying this?