Incompetence with processing transactions

I tried disinvesting an investment. I got a document as proof that the transaction was started early June. I was asked for documents that I emailed. I went to a branch where I was told all was received and in order. Then the following Monday all of a sudden nothing was received. The transaction hasn’t even started. I lodged a complaint but phoned two days later to follow up and was at least told it was started. Then I received an apology from the complaints department a day later saying it hasn’t started and will take another 15-20 days. I emailed the document to say this was started on the 7th and just asked for some answers. I had no reply on the answers. All I got two days later was that it was being processed. Honestly why have a complaints department if they are not even willing to help. Doesn’t feel like they know what is going on either and just ignoring the entire problem. At this point it is clear that old mutual does not care about their ordinary clients anymore.