Bad customer service

I have surrender my retirement policy with old mutual last month at West gate branch was told to come back after 7 for applications, went to MAPONYA branch the consultant told me I was not suppose to come back after 7 days they should have assisted me. I Completed a form it's a month now waiting for the funds to be released no communication when trying to contact oldmutual mutual can't get through. It's my money that I have invested can they please make payment into my account. I DON'T UNDERSTAND WHY ONE SHOULD STRUGGLE TO RECEIVE HER MONEY IT'S NOT A LOAN. Policy number : 69210P***.