Unpaid policy

I requested a payout of my RA on the 02/09/2026 I was also owed a refund that was supposed to be credited to my account but never happened I than sent my bank confirmation letter via their WhatsApp channel where I was told that the payout will be on the 16/09/2026 and now it is saying the 22/09/2026 all because their agent (Claudia) messed up how do you mess up when the details are in front of you, I should have listened when people told me about Sanlam and this is why I am moving to Discovery