Bad service - Cannot claim from my savings

18 february i went to old mutual to claim from my savings account that i had with them i was then given a ref number and was told to wait 5 working days but i waited for a whole month i then went again on the 18 of march and i was told the first claim did not go through and the lady assisted me again with another claim and i was again told to wait another 5 working days waited again but nothing still. I then decided to ask my advisor to accompany me to the branch at kenako mall and i was told that the money was put in but there was a backout that was done. when I tried to ask who did that and why i did not get any answer and i was again told that they will do a replace something and i must wait three days still waiting and its about 2 weeks now