Payout - is it ever going to happen?

Policy number ***x2. This RA reached the end of it's term on 1/11/2015. In spite of this another debit order was drawn on 2 November. Request to pay back extra premium is refused. Payout was requested by a broker on 9 November and since then nothing has happened at Sanlam. All documentation confirmed as correct by Sanlam.<br> All kinds of excuses are given by the call center to delay the process as much as possible.<br> Is there perhaps somebody at Sanlam who still provide client service and can complete this transaction before the end of the week?