Inconvenience - tax free issues

On the 14th of April, I went into the OM branch in Cape Gate to request my tax free funds and to subsequently close the investment as I'd moved to another bank and planned to start a new investment account with said new bank.

I was told everything will be sorted and I can expect the funds to be paid out within 14 working days.

I then received an email requesting additional documents and to complete a declaration document which I assume is due to me requesting the closure of the investment. I completed this and sent a response on the 24th of April to the email address provided, I then sent a follow up as I hadn't received a response on the 9th of May (additional emails had been received requesting the SAME documents) I also tried accessing my money market account which now seems to be inactive and this is also where the money is meant to be paid, please make it make sense. Additionally, debit orders were attempted after I had requested the closure of the investment further putting that account into a minus as MULTIPLE attempts were made to collect money for something I asked to be closed.

I received another sms today (17 May) asking me to send the documents AGAIN.

I called once I had an opportunity and was provided another email by the telephone consultant, she also said I should CC the previous email address I had used and was reassured this will hopefully be resolved by Friday.

Once off the phone, I sent the email as per instruction of the adviser and low and behold the email bounced from the new email address and an automated response was received that mirrored the first few responses I had gotten when using the initial email address..

I don't have the luxury of time to call during your operational hours due to time limitations and also just don't want to be wasting my airtime to call and call and call and not have a resolution.

It shouldn't be this difficult to resolve this simple request, it should mirror the same energy when you asked me to open one!