terrible customer service

My husband has been trying to cash out from our sons education policy which is money that we need for him as he is beginning school in the next 2 days however old mutual has been giving us false hope for over a week with which we are stranded financially to get him into school for his first day of Grade R.

My husband went to the phoenix branch with all required documents on 6th January 2022 and was told the claim has been processed and would be paid in 3-5 working days. he also received a confirmation sms on 8 january stating that the claim has been processed and the money would be paid in 3 working days. Alas it is now 18th January and still no funds have been received. we have been contacting the contact center for the past week and each agent says a different story, the call is put on hold when asked to speak to a manager and then disconnected. we will be cancelling our policies with old mutual and cashing out our investments as when we need the money the most we are unable to get it. No mother wants to be left stranded at a time when she is supposed to be supporting and comforting her child in such a big milestone of his life.