Disappointing service

I have been calling Momentum Preservation Fund to access funds that are in my account, but I have been getting different explanations from each and every call centre agent I have spoken to as to why I am not able to access it. I have called 4 times and all different excuses. I really do not understand how come the staff can't give me one straight answer, do they even know what they are doing? Someone was supposed to call me back on Wednesday and nothing. This is so frustrating, I am in a tight financial situation and need to access "my" funds. Please train your staff because clearly they are not sure of what's going on. This is just ridiculous.