Poor customer service

I have an investment policy with old Mutual. On the 9th I made a withdrawal on whatsapp platform. Normally it takes with 5 working days for to get an update advising that the payment has been processed. But I call on the 13th I was told I need to sign a form for compliance which I've never done before. On the 16th I sent the form back to the n wait for feedback unfortunately no update till today the 20th. I called the call center I I was told to call compliance department as they can't find my form. I called compliance only to find out that one attended to my email. I need the money for emergency and 7 working days has passed and my payment is not yet processed. I ended up using the money that was meant for something else thinking I will get the payment from old Mutual b4 the 20th. I need my withdrawal to be processed b4 the end of business tomorrow the 21st as I've been patient enough and the turn around time has passed. If I did not follow up what was going to happen as no one is communicating. I have to use my airtime to call for follow up. Please process my payment ASAP