Very poor service from old mutual

I did a policy cancellation on the 5th of june I never got any money till today 9 july, I did several calls asking about how it came that I did not receive anything,on the 2nd of july when I went to a branch there was a claim I was paid ont the 11th, but on the bank statement it does not show. Everytime I call it will be escalated even today it will be escalated. Very poor service from old mutual.