Horrible service from Unit Trust

On 20 November at 07h09 my husband submitted documents to sell his units to the value of R 16,000.00. We resubmitted the documents numerous times, by mail and fax as Old mutual claims they did not receive it. On Thursday my husband received a call from a consultant and they went through the all of his details again. At this stage he resubmitted the payment page with the revised amount of R 18,000.00. We just checked his portfolio. On Wednesday he had over R 18000.00 in that account. This has now dropped to R 17,869.00. Why has his units not been sold as instructed?? Your customer service is atrocious! Are we to wait yet another week while Old Mutual drag their heels on the payment? Urgent feedback is required!!