Appalling Service

I app**** for a part withdrawal on my savings. I keep getting told I have to wait for 7 to 14 working days. I faxed all the documents on 30 November 2017; to this day , my claim has not even been captured. I had to e-mail the documents on 04/11/17. Every consultant I speak to wastes my air time until I get cut off & I have to speak to a different one and start over explaining myself and get nowhere. I am now waiting to make a withdrawal on my own personal savings and the consultants show a non- chalant attitude. I pay so much on my insurance, but get given a run aound when I need to withdraw money that I have been investing. I am currently shopping around for another insurance, but would like my funds, I cannot be borrowing money from the bank simply because the insurance is holding on to my money.