SLA exceeded - Funds still not paid out

I am extremely upset.<br> I was told that a process to surrender a policy is 21 working days , I have been checking on the progress once or twice a week and today is day 22 and the money is still not paid into my account. I contacted the call center and they have no idea why the funds have not been paid out as yet? Feedback from SARS was received by Old mutual on Thursday the 21st of January 2016 and to date I still don't have the money. <br> The call center consultant was helpful but had to escalate of which means I will only receive feedback from the administration after 24 working hours. <br> <br> All I ask is that my money gets paid out. This is unacceptable as you have exceeded your SLA!