Incompetence and poor service

I would like to lodge a complaint against Old Mutual. We have an investment policy and we made a withdrawal on the 29th of January 2024 using their app. The app showed that the withdrawal was success and it will take 5-7 working days. We then checked the app which said we need to submit supporting documents however it does not specify what those documents are. On the 4th of February we went to the branch where the consultant who was assisting us seemed clueless and told us that we must wait as his system does not show any outstanding documents. We visited Old Mutual again on the 12th where we were given a document to fill in after which the consultant scanned the documentation. On the 14th we called Old Mutual to follow up and see if we were told of the funds do not reflect by Friday we should call again. Today we checked our account but still nothing, we went to the branch again and the consultant advised that the document is not showing on the system he rescanned the document and called his administration department where he was advised that they now received this document. The incompetence of Old Mutual is ridiculous we have to push them to offer us a service which we pay for… when they want people to invest they will promise heaven and tell how easy it will be to access the money however when it comes to delivering they are no sure.when we withdraw from our savings is because we need the funds urgent we can’t be pushed from pillar to post