Serendered policy

I surrendered my policy on the of March this year,and told that it will take 21 days to get my funds back but it never happened. I called to ask what is happening firstly was told that I didn't't send all documents, when I confirm that I did the answer was my query is been escalated and it will take 48 hours to get my funds back. I called again the answer I got was the matter is escalated again . I want my money and old mutual to pay for bank charges they coursed by deducting after I cancelled my policy this should be done with immediate effect.