Difficulties withdrawing from investment

I am so disappointed with the service I have received with momentum,I have been investing for the past five years and I exactly stated that I will withdraw my money in five years,I was sent withdrawal form to fill without any explanation on how to fill them as some of the terms used there are known by them,I filled the documents and send them through,I even email the person that assisted me to find out if they received my documents he said yes and has forwarded them to the relevant department.it has been a week since I've sent them though they ask on a form if its immediately or more than five working days,I still haven't received any feedback or my money being deposited into my account.There is a reason why I asked for it to be invested for five years,it's because I knew that I will need it now and urgently and knowing that I also have the retirement policy with you guys,I'd rather cancel everything and go where i will be listened to and appreciated.I am very disappointed as it feels like everyone is dragging their feet and when phoning in the same financial advisers that spoke to you do not even want to bother assisting you and the sad thing I chose momentum thinking it was the best but them giving me the run around I cannot even think twice but to withdraw all my investment and retirement at once