Old Mutual Tax Free Savings

Hi. I have a tax-free savings time plan with Old Mutual. I tried to make a withdrawal from the policy 2 weeks ago after submitting all the required documents. To date, I have not received any written confirmation of receipt of my documents, nor whether my request has been processed. I have phoned them about 8 times and my query has not been resolved. Today, I have been on hold with their call center for 30 minutes in total, and have still not spoken to a service agent. What is going on? This service is unacceptable and I cannot even get through to them to rectify the situation.