Misleading scavengers

I cancelled my policy with them and a few days later I got a mail stating the below:

We refer to your request dated 2 January 2018 for the termination of your abovementioned plan. I have tried to contact you telephonically but was unsuccessful.

The plan is currently in ex-dividend phase which means that dividends are being declared on the funds that the assets are invested in. This happens at certain times of the year. It can take up to 15 days for the dividends to be declared, during which time the payment cannot be finalised. As soon as the dividends are declared and the payment finalised, we will send confirmation of the payment. It may take quicker than 15 days to finalise the transaction, depending on how soon the dividends are declared.

On the attached page there is two options from which you can choose. Please indicate your option for me to be able to proceed with the request. You can email me directly at ********** and I will then attend to your request.

*We will recalculate the values on receipt of this documentation. Payment will then take place according to the recalculated values.*

Seeing that matters like this cannot be put on hold indefinitely, we will regard the request as finalised should it not be received within 10 working days.

If you require any further information or service, you can send us an email or contact the Client Care Centre at the telephone number stated below.

I did not understand the the above to I called their service centre and he advise as follow Option number 1: I can take what ever is available now then they will give what ever profit after the 15 days..

Option 2: I can wait until all calculations are done and get all the money at once after the 15days

I took option 1 as both options seems like a win win situation.

A week after I followed up again telephonicaly and they just advised me of the current amount before the calculation was done and same was deposited in to my account and I never heard from the dividends

I sent a follow up email and a week went by with no response

How can I trust them in future