payment not recieved

I went to old mutual branch on the 19th of January ago to make a part withdrawals on my investment policy after a few day the a consultant from the processing centre called me to say they only receive a bank statement form and my id copy except for the form went to the branch again yesterday to fill the very same form again which they told me it was a system error, today i received a message that says i need to come fill up the form again for the form to be processed. This is highly unprofessional i need the money asap and they keep running around circles.,i still have not received any money