Terrible service regarding the refund of a cancelled policy

I have cancelled my tax free investment policy with Oldmutual on the 6 January 2020 and I was told that their process takes 11 days to cancel the policy and refund. I have been calling their call centre every 4 days since then and it take the about 10 minutes to answer your call. I have received an email today on the 21 January 2020 to tell me that I will get a refund after 31 days. Why can't they just change their policies and tell customers to wait for about 40 days instead of lying. Customers are taken for a ride at Oldmutual.