Unprocessed Claim

I made an application for partial withdrawal from my policy on Friday 11 September 2015. The document i received as confirmation for the withdrawal states the claim will be processed in 2-5 working days. Later i called to enquire if the claim was in the process and the lady i spoke to said it takes 5-15 working days for it to be process, then i advised that the document i have states 2-5 working days and she responded by saying i should wait for 5 days before i can start complaining ( it was not a complain, just an enquiry). On Wedsday the 16 i called hoping to find someone who can maybe inform me how far is the claim and another lady told me that it would take 5 -7 working days to be processed, i also told the lady that the document states 2-5 working days,The Lady a spoke to told me that maybe is because they have changed the system and forgot to change the process.<br> I'm not happy at all