waiting for my money

I app**** to have my policy terminated and my bond paid off with the proceeds , I started this process on the 26th of January 2016 , I got written confirmation that the matter was finalised and the funds paid over to my home loan on the 4th of February with a reference number for the transfer and that the money will reflect in my home loan account on the 9th of February , According to FNB the money was not recieved by them and I phoned Sanlam again who then told me it was only deposited on the 9th (today ) I consider this as decietful on the part of Sanlam and will never take a product from them again , they created a false expectation and dont understand their own procedures.Ive made so many calls to try resolve this to no avail.