Poor customer service & unjustified withdrawal delays

Old Mutual customer support failed to communicate and respond to my emails. They just stopped communicating in the middle of a supposed "issue" that was apparently delaying the processing of my withdrawal claim. Their website claims that this process should take 15days but it has taken a long time in my case. If there is an issue, they have not been transparent about it which prevents me from solving it. After they claimed to be working on my "issue" which would be resolved quickly, they stopped responding to emails. I called customer service and they acted like they were going to be helpful. Looked into the case and said the alleged issue on my case has now changed, there is now a "new issue" and they will solve it soon or at least give me an update. I emphasised that they should please send me this update and not ghost me. The representative assured me they would send an update. Now so many many days have passed, still nothing. Why is it so easy for them to take money from you but when it's time for you to withdraw your money they act like this? They seem to have to sense of urgency at all. They probably do not care much after you have requested to opt out of their problems. What kind of customer support lies about getting back to customers or straight up ghost a customer in the middle of an email thread? This is unacceptable.