Old Mutual giving me runaround on payout for my child’s tax free investment

I went to Old Mutual Kempton park branch on the 6th of May 2025 to get assistance with the tax free investment withdrawal for my daughter, everything got submitted including the child’s birth certificate as well as bank statements, I then received the reference number: CEB***.

I did not receive any communication till today, I then contacted Old Mutual, I was put on hold for 20mins before I could be transferred through and I called using my airtime, I was then transferred to Nozuko Ntwanambi who first told me that she couldn’t pickup the birth certificate and the form, saying I should resend the documents, while I was trying to send while we’re on the call, she then told me that she has found the docs and that she has escalated the matter and will get feedback within 8hrs, escalation reference number is: PFBE***7.

There is no feedback I am getting from Old Mutual with regards to the payout, I am having to follow up using my own resources just to get the money which belongs to me and my child, and urgently need to sort out my child’s fees.

Please can Old Mutual get this matter sorted out and treat it as a matter of urgency!