Errors by Old Mutual Unit Trusts delay transaction which was marked Emergency

On 6 January I filled in the COMPLETE form online for disinvesting a small amount of my unit trust, indicating that the need is for an emergency. This form already included all details including tax residency. Today I received an email stating the transaction cannot be completed until I complete "the attached form". This I would glady do, but the email by Levern Louw did not include an attached form! Due to that oversight I am not receiving the funds as urgently as requested AND I now have to wait for Old Mutual to reply to a completely unnecessary request, namely to provide the form which Levern Louw did not attach. On two issues this delay is due to Old Mutual's error, namely firstly that I gave all the information required online but apparently that is not enough and secondly that there was no attached form in your email that said "complete section 4 of the attached form". The wording of your email also threatens to close the transaction, your wording is shocking. In addition, in anticipation, I went through a process in December to ensure my online profile is complete in all respects before I start this process. Your records will show that I went through several steps in December 2025 to ensure everything is ready for this urgent transaction in January. I already complained in December about then being asked to provide information twice. There is a word that starts with "incomp" that describes my experience of Old Mutual Unit Trusts in this regard, I am most unhappy and require urgent resolution by senior officials. My case number per your email is CEW 2 6 0 1 3 8 9 8 JM Conradie 2 1 6 1 4 7 2 1 .