*********** and disgusting service

All I want is to access my money. Paying extra into my home loan with an option to access the funds. I couldn't access the funds as I needed to activate the Flexi Access by means of completing a form. Form was completed on the 11 Jan 2025. Following up on the 15th Jan, I was told the application wasn't on system and I resend to both the general email and consultants email address. Today the 10th Feb, I followed up again and I am told that the application it outdated and I need to complete another one. Firstly I was told the process will take 7 to 14 working days, no update whatsoever and today someone stupid and *********** decided that the initial application is outdated and I must complete a new one. I've since asked for a manager and no one's available.