Payment Delayed ,Poor Service

Good day

Crying for Help

As me and my mother have policy investments with Sanlam, we requested that the policies be closed so that we can get our money back. In the 17/8/2022 we submitted our forms and banking details, but we have not yet received the money. We urgently need the money as we are faced with a family crisis, of which I informed our financial advisor, but there is a delay. They keep saying they are missing our documents, so we resend them, but they still don't process the payment. Please assists we need the money be paid by today.