waiting for policy payment

I went in to the branch more than a month ago did everything which was needed to be done to cancel my policy,i asked the person how long it would take to receive payment up to 15 working days its been now nearly a month and just been to the bank havnt receieved anything yet.i have phoned them they say they cant do or tell me why over the phone,i dont have the time to ride to your branch again as i stay out of town need my payment paid,my ref they smsed me CE824099.