Why is it so hard to get my money from Old Mutual?

I submitted documents to surrender a single premium investment I have with them on the 8th of december. When I called on the 9th to check whether they received my documents since they didn't acknowledge receipt of them I was told they can't find my documents on their system. I then re-submitted the documents on the 11th of december only to be sent some email saying I have to fill in a form that needs me to go to one of their branches. I went and did that on the 18th of december. When i was making the investment no thumbprint was required my signature was sufficient now when I want my money I have to go to some branch. I just want to know when my request will be processed so I can get my money.