matter not handled accordingly

On the 22/01/2016 i went to Old Mutaul Louistrichardt branch to request a part withdrawal from my savings account and also to change premiums for my policies from stop order to debit order,i submitted and signed necessary documents and was given papers to show that my request was submitted and attended to,i was also assured that the money ftom my part withdrawal will be in my account within 5-7 working days,it has been 3 weeks already and i still haven't gotten my money..i made an enquiry and i was told that the case appears to be closed on the system and that it wasn't processed..there was a reason why i requested the part withdrawal,i need that money and i did that when i still had time and now i'm running out of time and i still don't have my money...this is very upsetting and i'm not happy with your service at all.