Old Mutual, please pay me my monies!

As at 1 January 2021, Old Mutual owes me more than R170k. Submitted paperwork via email and not fax, as requested. No acknowledments nor responses to my emails. An "advisor" called me but rudely hung up disappointedly after my telling him my intention to withdraw, and not reinvest my funds...but not before telling me though that I need an advisor to complete this transaction. I asked why...and he hung up. So Old Mutual, please tell me why... Better still, pay me what's owed to me!