Complicated Withdrawal Process

I have had the worst experience with Old Mutual in trying to withdraw from my investment account. I tried to withdraw from my investment account in April, and was later informed that my withdrawal cannot be processed because there was an outstanding tax form which I completed and sent. In November I requested another withdrawal, where I was asked to submit the SAME FORM again. They were eventually able to process my request using the previous form. Out of frustration I then request that my investment account be closed because of the need of constantly having to submit the same, I was surprised to learn that I now need to fill in the same form again to disinvest from my account. Why does OM complicate things so much