OLD MUTUAL doesnt want to process payout

I have a tax free savings account with old mutual trying to withdraw the process has taken over 14 days already. They sent me documents to fill in for the withdrawal. I filled in the documents and sent them back the same day. i received a reference number after waiting for a few days i contacted old mutual and they still saying they never received the documents. I now see why people are complaining about OLD mutual giving problems when they are supposed to pay out claim.Poor poor service.