Withdrawal from policy

I went and made a withdrawal on a policy and was told it takes 15 working days to pay out. I have been calling to resolve the issue only going through different people at the call centre with no help.<br> They telling me different stories that there is nothing on their side even though I have a reference number. They said I should file a complaint or go directly to the branch. I have received no assistance at all.<br> A complaint was filed and no response after 48 hours.