Pathetic customer service!!!!

How hard can it be to withdraw from an investment. I've been calling the call center and they keep telling me that docs haven't been received. It's been 2 weeks now with no feedback. In this trying times how am I supposed to trust that my money is safe when I can't even make a simple withdrawal. On my 1st attempt few attempts to the call center the line was seeming very bad, 2nd attempt a lady tried to help me put me on hold for a long time and then cut the call on the 3rd attempt they told me they can't find my docs and I need to resend. I haven't gotten no further communication there after. I am considering moving my investment else where. This is honestly unacceptable to receive service like this for my own money