Branch failed me

On the 23/02/2015 I went to the Old mutual branch to do a partial withdrawal on my life cover savings. I filled all the forms and Ashley said I will receive payment in five days. On the 02/03/2015 still no payment received, then I called head office to check how far is the process. At head office they told me there is no request on my policy for withdrawal. They referred me back to the branch to check what happened to my documents. I called the branch left message with Walter who took all my details as he said Ashley is not available at that time. I called several times still that same day as no one got back to me. But still spoke Walter and said he will give Ashley message again. On the 03/03/2015 I called head office and still no sign of documents for withdrawal on my policy. I called the branch and spoke to Rochelle (branch manager). I gave her the matter and she promised to get to the bottom of it and call me with feed back. Still not heard anything from the branch till this day. I had to requested head office to send me the documents and do new application. I had agent money matters that the reason I did partial withdrawal. This whole matter cost me extremely