Old Mutual Bad Internal process services

I have an retirement annuity with Old Mutual which they have successfully been deducting over two years due to unforeseen circumstances I needed to disinvest. I called the call centre on Monday 26 August 2019 and they advised I should go into to branch, which I did on the 26 August 2019, the consultant assisted and explained and told me to come back on the third to sign documents as she made the policy paid up and it would take 15 working days for payout. I went into the Branch on the 3 September 2019 and signed and waited patiently. On Friday 13 September I called in the call centre to follow up and the Consultant says that the branch did not escalate documents, however he is going to escalate and I should have the money the following week. I called the branch after and spoke to the Branch Manager who said ''they always do that, blame us, from our side everything is completed''. On Monday 16 September I called the call centre and the Consultant says nothing has been escalated from the branch and its still needs to go for pricing and a tax directive, I requested a callback but no response. I call into today 17 September 2019 and Lucinda the Consultant says they only received the documents from the branch yesterday and will escalate and call me back, I get onto the phone with the Branch Manager who says her job is done and they keep blaming the branch. If Old Mutual cannot get their own internal processes correct for minimum payouts, I don't want to know if it was a larger amount. Total negligence from Old Mutual, all I want is my pay out not excuses, I have followed the procedure. I will never ever invest with Old Mutual again. I have lodge compliants with Old Mutual and their Internal Arbitrator and turn around is 20 days while I sit and wait for a payout, pathetic.