Surrender of policy- no action after 2 weeks- kpi over due

I sent the documents FOR MY POLICY SURRENDER on the 06 October 2020, today the KPI is overdue and no feedback. I have been phoning from last week and have been hearing its in processing. Today I followed up and the consultant advised he had escalated it has no action was taken AFTER NEARLY TWO WEEKS. Pathetic service from Old mutual. Liberty is the way to go. They finalized everything within a week. OLD MUTUAL HAS NO CUSTOMER CENTRICITY AND EACH CONSULTANT TELLS U A DIFFERENT KPI. Policy number ***8 ref CSCCA***9