Delaying Tactics

Had insurance policy for 20 years which was due to pay out on 1 Sept 2015. Received a notification on 08/07/15 to advise me of options (***). I rep**** back on 09/07/15 informing them about which option I decided on as well as requesting the necessary documentation needed in order not to hold up the process. Reply received on 14/07/15 without the requested documentation.<br> On 02/09/15 I e-mailed Sanlam again to inquire as to what the next steps are. No response. Send another mail on 08/09/15 - to date no reply. <br> Received a mail on 10/09/15 from an unknown person (assume it is from my broker's office) confirming my bank account details. Got a second e-mail from the above person that payment will be made by Sanlam into my account on 18th September. Half an hour later receive another e-mail from this person with e-mail attached from Sanlam advising that payment has been reversed because of some documents that needs to be completed first. <br> I then thep**** to Sanlam again on 18/09/15 complaining about their delaying tactics and demanding some explanation. Up unti today, no reply or payment from Sanlam. Well done to Sanlam for failing to meet their obligations.