Where is my money?

I have had an absolutely horrible experience dealing with Momentum over the last few weeks. What made me sick is the lack of communication from our advisor Nina Voges and the incredibly sweet but inexperienced call centre staff. Initially when we had signed up for our policy there was an initial problem with getting our debit orders deducted which was a hassle in itself. Due to sudden illness and subsequent death of a relative which had an immediate impact on our finances we decided that we needed to withdraw our RA (taken through your Investo) at no point did we ask for it to be canceled. A few days later we were contacted by our advisor and it was stated that we were unable to withdraw from the policy it needed to be canceled. This required additional paperwork. Each time there was an issue with the paperwork, which she apparently failed to receive, yet we have confirmation of it being sent. This also further delayed the process. We then finally received confirmation from her that the policy was canceled and we would need to wait 10 days for payout. Great news! Not!!!! The same month my debit order still comes off on my account which it was not supposed to as my husbands didn't come off. Kindly note that payments and debits all came from my account so why would mine come off and his didn't, somewhere something went wrong. So I think okay this is an error let's pull the funds back because both our policies were canceled together. No warning from our advisor at ALL. My husband has received his payment weeks ago and I am yet to receive mine since apparently that debit reflected as a payment that was due. Yet no one reaches out and informs us. This has been going on since the 31st of May 2022 it is now August the 2nd. We were now told this payment was due to be paid on Friday it's now Monday and still nothing. Our advisor keeps on adding 24 to 48 hours just to give us something but we now know she doesn't care. Bare in mind Nina was available and extremely keen to obtain our business even calling on a Saturday to get us to sign up. I understand being busy and juggling many hats but come now it's just rude to not care about people who have de-invested, Nina's pathetic after service is in need of some serious brushing up especially when she is representing a name as well known as Momentum. Making sales is easy, it's retaining customers and positive word of mouth that is something to aspire to. I have had policies with both Liberty and Old Mutual where the advisors have called and kept you in the loop upon withdrawal or even with updates if they were no longer involved with your account. We as customers are not just numbers, at the end of the day we are human beings deserving of the respect and compassion needed in this industry. Instead of having money driven advisors please train your call centre staff on how to assist with Investo clients, their mannerisms are so much better and since they are more accessible than the advisors it would be beneficial if they knew how to assist clients in the long run. Please all I ask is for someone to please give me a clear and honest payout date. Thank you.