Old Mutual Protektor Preservation fund shocking

I preserved part of my pension fund in the Old Mutual Protektor fund .On the 10 th July 2018 I sent in documentation for my 1 partial withdrawal. The email was registered and a reference number was generated .All supporting documents was also sent with the withdrawal forms .I called into the Protektor call centre on the 20 th July to enquire on the status of this withdrawal and they had no record on system of this withdrawal request,despite me having the email and reference number generated ,they could not find anything on system.My phone automatically records all conversations incoming and outgoing so I don't need the recordings from Old Mutual as I have it .I really can't believe how documents could just vanish and no records can be found .