No service neglecting client's requests

Forwarded request of client who desperately needed money on Old Mutual on 12/09/2017 and they acknowledged the request CCC ********** 0 but until today still nothing has happened - after phoning them and holding on the lines for 45 minutes they told me that they client will have to wait another 15 days - for no reason what so ever. This is not the service a company is suppose to provide to the clients who enriched them.