momentum delays withdrawal process deliberately for people who need to withdraw from their investment portfolios

I have been saving money in a tax free investment portfolio for my son’s education with momentum. I called momentum to process the withdrawal because I wanted to pay for my son’s school fees and continue investing a little more than I was but they said I provided the wrong residential address so I failed a security question about my residential address. I went to check the initial forms and found that the address is correct the called again the following day and still failed the security question of residential address then i explained to the lady over the phone who didn’t want to take my story so I provided them with the initial form. Instead of addressing why they mentioned that the residential address is incorrect they then complained about signatures not matching and ordered me to go sign a ID before commissioner of oaths which then made me realise that they are deliberately delaying the withdrawal process for their own reasons which I don’t know.

I shared my experience with close friends and one of them had a similar experience so am reaching out to figure that momentum is indeed delaying withdrawal process deliberately for people who need to withdraw from their investment portfolios