RA disinvestment delay

I wrote an email to old mutual about surrendering my retirement annuity. i was told to write a withdrawal letter and complete the forms. I did all of that and few days later I was told to send my bank statement and ID copy. and I did. At the beginning i asked how long the whole process will take and I was told 7- 10 working days. 10 working days have passed and I have not received any correspondence from old mutual. Whatis the hold up in my request?