Annoying service

I am so annoyed by old mutual. I made a withdrawal on the 26th of September. And there was no movement at all on the app to show that it was attended to. Only after I called, they asked for further documents. I submitted everything they asked for. They said the turnaround time is 5-7 days. Today is the 9th working day and when I call after holding the line for so long. I am told that because they did an escalation, I have to wait for more days. Why was it not attended to first prior to making the call. For a company that has been in operation for so long. Old Mutual seems to forget that the customers make the business. You continue to treat us like this. You will be left with just your employees.