Old mutual withdrawal

On 28/09/2020 i went to old Mutual Westgate to process a withdrawal on my sons investment acc, the consultant at the store couldn’t pick up the acc, he tried calling the call centre buy the call center agents kept dropping calls until knock off time 18:00 i left the store at 18:35 after the consultant at the store exhausted all his skills to help, i left the store without getting the withdrawal processed... on the 29/09/2020 i went to the store again called the centre, the withdrawal forms were emailed to me, which I completed, scanned and included all required documents, today is the 03/10/2020 And i haven’t received any communication from old mutual confirming to have received my documents, i never got a ref number for My enquiry, i dont know if the funds will be processed or not.

Please help