Old Mutual Investment forcefully taking money when clients want out

I took out an investment with Old Mutual Invest & the investment is yielding a loss all the time; so I requested withdrawal and refund of my funds. They sent an email telling me my withdrawal was unsuccessful& they need to verify my info. No mention of anything else, how they will verify, if they will and when. They attached a password protected document &no mention of what the password is, I've tried my ID nr, its an incorrect password. this is starting to feel like a **** and I want out. What kind of an investment yields a loss all the time? Why are they forcing me to keep investing with them when I want out. It's *****