RETIREMENT ANNUITY SURRENDER PAYOUT PERIOD

I CONTACTED OLD MUTUAL TO CANCEL MY RA POLICY AND WAS TOLD TO SEND A LETTER REQUESTING SURRENDER WITH ALL SUPPORTING DOCS WHICH I SENT OFF ON TUESDAY THE 14TH NOVEMBER 2017. IT USUALLY TAKES 7 DAYS TO CANCEL AND PAYOUT. IT IS NOW 7 WORKING DAYS LATER AND I HAVE HEARD NOT A SINGLE THING FROM OLD MUTUAL. HAVE NO CLUE WHAT IS GOING ON. I HAVE ANOTHER POLICY WITH OLD MUTUAL AND I THINK I WILL BE CANCELLING.THE SERVICE IS REALLY POOR. THE LEAST THEY COULD HAVE DONE IS ACKNOWLEDGED MY REQUEST AND DOCS AND ADVISED ON PAYOUT DATE. IF I DONT HEAR FROM OLD MUTUAL I WILL BE CANCELLING ALL OUR PRODUCTS