HDFC Bank — Delay in payment against my Surrendered policy 14587534

Due to some financial emergency I have surrendered my policy on 18th March 21 and as per HDFC life data the surrender date is 19th March, anyway HDFC life representative assured me that surrender you will get you money within 10days from surrender date . I have forwarded all the documents as per the requirement on 18th itself. In service request tracker it is showing pay-out is in processes. But after 13 days when I contacted customer care, they told that it will take another 15days to revert back.
I do not know with this type service how it can support their customer in emergency.