Investment nightmare

We contacted Old Mutual customer service line and spoke to Linda who was assisting us and adviced we hold a bit while she checks on her system... After 5mins of holding to our surprise she had transferred us to compliance. Firstly this has been a nightmare as a notice for withdrawal was made on the 8th of July on a 7 day notice. It's been more than 7 working days... We then call again and are transferred from pillar to post for 30+minutes... Oh no help was rendered, it's the fact that noone even was honest with my grandmother that this was an investment account that required 7 days in order for her to get ahold of her funds and she was looking for a normal savings account.