No Funds!!!

On the 2nd of January I went to Old Mutual Protea Glen Branch for policy Surrender firstly it took them about 20min to call me despite the fact that there was no one, fine got to the consultant Potoana assisted me then on the 4th I got message my bank details are cut out then I send documents through to the email provided. Saturday I went to the branch hoping to get assistance there was no electricity then same consultant and receptionist which I met them outside the branch told me I can send them myself without telling me advantages and disadvantages of me sending myself!! Until today 10.01.2018 funds are still not out and I was told they take 5 days. There's no answer at the call centre I hold for over 10 minutes no reply. when I call protea glen to discuss the matter the lady who picked the phone tells me I have called Krugersdorp branch calls go through there and transferred me to receptionist whom told me the HUB email I was given takes very long time to be actioned the lady the branch should have told me. it's quicker when the branch sends it. why am I been treated like this though?? Is this how clients are treated at Old Mutual??