Payment delay

I'm writing on behalf of Gary Mpho Mahlangu an old mutual client. He has put in a notice on the 30/11/19 and the Payment hasn't been made to date. He's my husband, as to why old mutual is not making some kind of communication with their client. My husband & I have never had a good experience when it comes to pay out with old mutual. We both have investments with them but the experience is awful.