Failing to deinvest my account

I have been trying to get money from my investment account from old mutual before Easter. So i contacted my personal financial advisor (Andiswa Zothe) from old mutual to help me withdraw some money. She has not being able to give any feedback which says when i can get the money except when she submitted my documents only last week and promise payment to my account by friday. Now she is ignoring me and her colleagues are also not willing to help, instead they offer to give her message.