old mutual disinvestment

worst customer service experience on the 5th of June I went to an old mutual branch in Mitchell's plain Watergate myself and husband wanted to do a disinvestment we had all relevant doc's I'd, bank statements the works. The lady that help us said it's her first time helping a customer with this but proceeded told us everything is sorted we should receive money within 10-15 work day's. well it's almost a month later and nothing if I didn't call I would have never know apparently there was outstanding doc's that my husband had to sign he went to the branch in brackenfell and they told him they can't help him without my presence. I then called the call center after a long 30min wait I spoke to Tasneem who was very helpful or so i thought she advised I must send the doc's she will forward it so I can get payment within 3 working days as I've been waiting so long. that never happened on the 1july I called and after waiting for 30min eventually got through to Nariman who told me they now have all the doc's I have to wait another 10-15 day's and I'm pretty sure that's not going to happen is this how old mutual treat there clients by not paying out on request how is it my fault that they employ *********** staff now i must suffer this is unacceptable costomer service.