Momentum doing everything in their power to prevent a withdrawal

I'm trying to withdraw money from my retirement savings but Momentum is doing everything in their power to prevent me from doing so.

I called in and got told I need to do the withdrawal using the online self service portal. I then proceeded to so but got an error when trying to verify my banking details. The error message said I must contact the Investo team which I then did again. And they told me they can't help me and that the website team should have received my error. All they did was send a mail with my policy details to them. They then said there's nothing more they could do. And when I asked if I could be contacted by the website team they weren't certain and said they might. I asked if I could just do the withdrawal on the phone because the website portal is clearly not working then they told me I can only do it online. They then said I must just wait 24hrs and maybe the website will come right. Bear in mind I would wait 7-10min for someone to just answer the call and then I must hold during the call. Each call comes to about 20min. Momentum is making it extremely hard to withdraw my money!