Old Mutual Birch Acres Mall

Visited Old Mutual Birch Acres branch in Tembisa to make a withdrawal from my 5year old investment as I needed the cash urgently and to my surprise they couldn't find my policy, yet it debited on the 30th of June I showed them the message, I showed them the bank statements still they couldn't help me. 2months ago I opened another investment with a financial advisor from Old Mutual she was able to see the policy but when I visited the branch I was told nonsense. How is this fair? I need the cash to go burry my dad in Mpumalanga now I can't go. Was told that an inquiry has been launched and it might take up to ten days. I am very disgusted this is my money at the end of the day.