missing two pot payment

On the 02 October i app**** for two pot withdrawal and on the 12i received a WWhatsApp that feedback from Sars has been received by them(old Mutual) and they are working on the payment and on the 13 i received another whatsapp to say payment has been made and price breakdown attached . on the 16 i enquired as they payment has not reflected , i was told that the payment was made and i must check with my bank i did that and after numerous attemot with old mutual on all platforms , including going to the bank no one can tell me whr my money is or who it was paid too.

i was told by the call centre supervisor that i must sent bank statemnt to prove i did not receive the money and i sent all the required information but till date old mutual has not paid me ..all i am asking is the proof of payment so i can go to the ombusmard to cancell and get my money from the ******