Delayed endowment withdrawal, pathetic

I sumbitted a manual endowment withdrawal on 22 April. This was declined and was informed that the was a digital process that my financial advisor can assist with. I followed up this request with my financial advisor listed on my discovery app. After a day or two of not responding via email, I tried calling but ended up getting a response via Whats App. To my absolute shock, this person has not been working for Discovery for three years but still appeared under my records. I called back to your call center, investment payments team informed them of this and Lolo indicated spoke to her manager and they would proceed with the manual application, because of the fact I did not have a financial advisor and the one noted left the company, essentially this was Disvovery's fault. To tell you nothing has been done since, I even called and now spoke to Boitumelo in the same department, who made the same promises as Lolo and I'm telling you, not even an email to show this withdrawal is being processed. I am extremely fed. At this point, I want to close this policy all together and move elsewhere, no longer do a partial withdrawal but a full one.