Why has it taken so long for the money to be paid out

It baffles me that I have been paying money towards this policy every single month without fail but getting it back is a struggle. I requested a disinvestment on the 3rd and today it is the 23rd and I still do not have the money in my bank account. I have made calls to old mutual almost every single day but it I still have not been paid. I am very disappointed. I thought I could rely on Old Mutual