Bad service should be reported

I would like to lodge a complaint with a financial advisor Mr Michael Ceronio. On the 28-09-2015 I went to the old mutual office to make a withdrawal from my saving account on arrival I was assisted by Mr Michael Ceronio. After we filled in the forms he said I can wait for 5-7 working days and the money will be deposited in my account. After waiting for the 7 working days the money was still not deposited in my account so I went to his office to make a follow-up only to find that the office was closed from 07-10-2015 to 14-10-2015 and contact number of other offices were left to assist. When I got to the other office the consultant I found there called Mr Ceronio and he did not answer the phone and I was informed that they can't assist with the follow-up since I don't have a reference number. I then called the contact centre where I was assisted by Felicia she said she does not see my claim on the system and the is no reference number so she also can't assist me the only way I could be helped is that I start the process of the application again and submit it to a branch office