OLD MUTUAL NOT WILLING TO RELEASE MY MONEY FOR NO REASON

I went to old mutual at iLanga mall on the 23 September 2022 to withdraw from my RA. I was then informed to wait for a confirmation message as soon as I receive it, I must go back to the branch. The message came through on the 24 September in the morning and I went back to the branch as advised. I was then told everything is fine my withdrawal is being processed. To my surprise on the 27 September I received a message saying I DO NOT QUALIFY FOR A RA SURRENDER AS MY RA PORTFOLIO EXCEEDS R15000 which is not a true reflection of my RA Portfolio. On the same day Thandekile called the head office to find out what is happening and she was informed that my request was canceled and there was no VALID REASON for the cancelation. She then sent the message to her manager for escalation. On the 29 September I received a message saying my request is finalized. On the 4th October I called the branch to check on the progress of my request and I was told there is no feedback an email has been sent to the head office again. THIS IS UPSETTING AS AM IN NEED OF THE MONEY. WHY WAS MY REQUEST CANCELED??