Appauling customer service and fear of ****** funds

Im digusted at how *********** their agents are. I have an investment policy with old mutual which i have asked for withdrawal from and have been waiting longer than a week for my funds, no one bothers to call and communicate what the inconvenience is, when i use my money to call them it takes 15mins minimum to get someone on the other line, when i do get someone they give me varying information from it should have been action within 2 days, others say 5 days others say 7 days..weather its 2, 5 or 7 for me it has been 8 days so it should have been processed yet no one can answer why it hasnt. All im told is its being escalated. When i ask how long escalation takes one agent says 24 hrs the other i called after 24hrs says 48hours. At this point i am starting to worry if my funds are even there and this is a ploy to keep me chasing up and down. I am also seeking legal action against them because the incompetence makes me loose faith in weather my funds are even available anymore