Extremely bad service from Investo

I have a very small retirement annuity , an Investo product. As the amount is so small, I decided to have the retirement value paid out to me. I especially requested Momentum in my email to please attend to this request urgently as my sons were leaving to work abroad and I would like to assist them. I submitted all my documents the 27th of February. I did not even receive a response that the request was received. Only after I emailed and asked, did they respond. The standard email arrived, request should take 7 to 10 working days. I sent a follow up email the 6th of March, no response, again the 7th and only then I received an email. Apparently they are busy trading (still) and it should take 2 to 3 days to finalize. This is now the 14th March and still no payment received. I have been sending emails to inquire, but Investo completely ignores my emails and after sending 2 to 3 follow up emails, only then would I receive a response, a very "lame" wording and excuse. I requested Investo twice already to provide me with the service managers contact details, but they ignore me. I am in the insurance industry myself since 1987 and I have never encountered such bad service. There is no client service and what happened to all the beautiful values Momentum have? down the drain. What makes it worse, my short term, medical aid, will and life and risk insurance is with Momentum as well as Multiply. I really now doubt if I should keep it with Momentum, because if this is the service I get, oh boy, then I would much rather not be with Momentum. I am disgusted , totally.