bad service

i am so disappointed in Avbob, i have a savings policy with them, now i want to withdraw from my savings account. i sent my documents on Monday 5th December, I did not receive acknowledgment of receipt . i had to call 3 days later the 8th of December and they had not attended to my documents. the consultant i spoke too then said they will process my things and payment. Few hours later i receive an SMS stating that my documents are incomplete. what documents? there's no email , nothing that advises what documents. am i now have to call again and hold for the call Centre? i have sent all document that was requested from me . can i please have my payment!!!! thank you