Incompetence and failure to assist.

I went to Old Mutual on the 10th of March to surrender my investment saving and they said i had to wait for 5 working days to receive the money but I did not, instead the lady open a new investment account which debited my account twice because the first account was not surrendered. I went back again on the 29th of March to let them know about the issue and the "surrendered" the account again. I got an sms on the 4 April saying the money will be in my account in 3 working days but to date I have not received it. I went to two branches Jabulani Mall and Southdale Mall and both branches failed to give me a proper explanation as to how I have not gotten my money to date. Instead they said i should wait for head office to call me which might take the whole weekend and I have an emergency and have made plans and arrangements with companies with the money, I now have bad records due to their incompetence!!