Bad bad service!!!!

I am very disappointed. I have an investment at Old Mutual. Upon opening I was ensured that whenever I need access to the money it would be very easily and quickly transferred into my account. THIS IS NOT THE CASE! Well the first time was 25 June when I went into the branch to ask for assistance. The lady who helped me was Ida. Lovely lady and really very helpful, however the service that had to be done from I assume head office takes forever and not as quickly as I was told..on the computer it says 5 working days..(which for me is already long to wait) well 5 days came and went... they requested proof of address, dis not accept my lease contract as proof of address then sent through my water bill..in total sent proof of address through three times before they finally paid the money into my account on 9July!! This was 10 working days basically two weeks...-and I needed the money urgently. This was still my first request. The second one was for more money to be paid over as I now need the money urgently to pay for a deposit on a townhouse I want to rent(understand my urgency). I went i to the branch again on the 27th of June sent through proof address again. Again it was said 5 working days. It is today the 12th of July and I have mot received any feedback of when I can expect to get the money. It should not be this hard to get back your own money. It isn’t a loan it is my personal own money..when you need a loan then they are quick and take of the monthly back payment strictly at the end of the month, but when it comes to paying out your own money you struggle to get it. This is unacceptable especially when you need it urgently and was told it is so easy and quick to get it. I hoped for a miracle but looks like we are going now for week 3 and still no news from them. Poor Ida the nice lady helping me did all she could from her side. 5 working days my ass we are now on 10 working days for the second request and still waiting.