Surrendering a policy

So i went into the above mentioned department on 09/01/2016 to surrender a policy that i had with OLD Mutual and was told that the money would be paid to me by the latest after 5 working days (Today - 15/01/2016) but was told that i could expect it by the 13/01/2016 .<br> <br> I was sent a transaction summary that noted the following : <br> ** The transaction turnaround time for the process may vary depending on your portfolio.<br> The turnaround time is based on the longest time it would take for the various processing areas once all<br> the requirements are met.<br> <br> This turnaround time mentioned was 5 working days. i called into the Customer Service center only to be told that the request was only received today (15/01/2016) and that i would only be getting my payment after another 5 working days ?? <br> <br> How unprofessional of OLD Mutual , this is really unacceptable and i am really dissapointed in them as this was my first time working with them and was considering taking my Retirement Annuity with them... Well i guess i can scratch that Idea from EVER happening again. <br>