Very poor service

My husband contacted Sanlam life to tell them that he want to surrender the investment due to affordability, Sanlam send him forms with surrender value, my husband then filled the forms and send it back to Sanlam on the 1st of March 2024, my husband didn’t hear anything from Sanlam up until he then decided to contact them on the 8th March 2024 he spoke to Adell whom she told my husband that the money will be deposited on the 15th March 2024 and she gave out reference number ok fine my husband decided to contact Sanlam on the 14th March 2024 they kept on transferring him from one person to another up until the lady whose name is Berisha answered him and said I see everything you will definitely receive the money tomorrow referring to the 15th March 2024, came the 15th and pass there was no money deposited, then yesterday 18th March 2024 my husband decided to go to Sanlam springs branch they put him on the phone to contact Sanlam life he spoke to the lady but unfortunately he didn’t write her name down the lady promised that my husband will receive the money later yesterday up until today there’s no money, Why is it so difficult for Sanlam to pay back my husband’s money are they ****mers or what?