Disgusting service and poor customer experience Old Mutual

On the 21st Apr 2022, I went to the Key West Old Mutual branch to withdraw my investment policy, I was advised by Blondie who has been very helpful that the TAT is 15-21 working days with the ***, after making follow ups with Blondie, he advised on me Friday 20th May that status shows still with SARS and he is unable to assist me but put me through to customer care centre. I spoke to Sanelisiwe I stand to be corrected who had no soft skills and not competent to deal with such queries, she was unprofessional and felt that my complaint was not going to get the attention urgently as she said she will email me within 2 working days, like I suspected, nothing received to date. I am very disappointed and inconvenienced as I made plans and now no one takes accountability for this poor service. I just want my money to be paid to my bank account, is that too much to ask for???