Failure to pay Refund and remove a member from a policy

On the 16th of November I went to the assupol offices in Port Elizabeth to go request for a removal of a member in one of my policies due to them passing away before the end of the waiting period. I submitted the death, my ID and the deceased ID and my bank statement. I am due for a refund because the policy has been deducting even after my brother's death. I was told the process would take 5 working days mind you this is not the first time I have handed in my documents to try and remove the member and get my Refund please may I be assisted what ****es me off is that I submitted my things on the 16th of November but the consulted I spoke to over the phone says claims department only got my things yesterday. I'm really not happy with your service you will make me cancel all my policies with you