RETIREMENT ANNUITY CLAIM

About a month ago on the 17 September 2020 i claimed my Retirement Annuity at Old mutual branch in Pretoria central ,my name is Seitiso Phildah Molokwane. My retirement Annuity policy has been paid up years ago , been waiting for payment since then because the consultant said the claim takes only 15 days from the date they processed the claim. I have enquired at four different Old mutual outlets but none of the consultants give me the straight answers, they all give me different reasons why the money is not paid yet, is like i am dealing with different companies all together. What i want to know is when is the money going to be paid to my account , is there any reason why it is not paid up to now and how long will i have to wait until the money is paid,