Horrible and shocking service with no sense of urgency!!!

I have an investment policy with you and have since requested to withdraw funds from the 09th December. I was promised to receive the funds within 5 to 7 working days and to say what an inconvenience that must have caused would be an understatement because after all the delays and promises, I was even more inconvenienced trying to get hold of your offices for further assistance to no avail. The consultants don't even sound keen to assist or listen to my concerns and when I requested to escalate my concerns with someone superior, well.....still no assistance. I wonder how such a reputable company treats its long standing clients with you like they are asking for loans or something. Did I even make the right choice trusting you with my money as I had hope and faith that you'll be there in my time of need? Do you even think it's going to help me in anyway with you telling me a complaint was logged and I would receive feedback in 3 working days? How much should I suffer for what is rightfully mine? If I don't get a response by Wednesday , 30th COB......I am sure the Ombudsman would have my case open to see how you conduct your business out here taking advantage of consumers and not meeting their needs!!!