Disappointed - Bad Service OM

I am currently an Old Mutual member never had an issue with their service ,but today i am not happy. I have a savings plan with them since 2009, i am currently doing a part-withdrawal from my saving. I called them last Monday 30th Oct17 to do the withdrawal via email .Docs were sent to fill out i submitted on the 30th Nov17 received feedback from them on the 1st Nov17 that the withdrawal has been approved, to be paid out within 3-5 working days .We are now on day 7 and i have still not received MY MONEY.I have tried to contact their inoperable call centre since Wednesday morning 8am 08th Nov17 to escalate ,on hold for 20minutes hung up called later, on hold for 10minutes ,hung up. Called their call center the next day on hold for 10minutes... hung up, called later again same story? Went into one of their branches today took time off work to do so found out that my request was not even on the system but i have a reference number?? My issue is still not resolved! they clearly do not stick to their SLA 3-5 WORKING DAYS ...never