Discovery invest non-existent.

My Investment policy matured and was planning to withdraw my funds from the policy. I spoke to the centre consultant on Monday and I was told that I need to get hold of my financial advisor because they need to load a withdrawal request for me to get my money. Today it's the second day and Discovery financial advisor and assistant are not responding to my emails. I've also tried getting hold of Investment department but the line is not going through. The only response I'm getting from Discovery is the autoreply with a reference number and the same message informing me that I need to get hold of the financial advisor. Why are you guys making it so difficult for people to access what belongs to them. I use Outvest and hardly ever have issues with their products.