Poor Response and Feedback as well as poor Service

In Dec 2015, I made enquiries on my policy to find out and be sure that I get all the necessary paperwork needed in order to have no comeback for documents which are missing for my withdrawal because I had previously(May 2015) had an issue with a withdrawal. On the 06 Jan 2016 I proceeded to do my withdrawal via email(which was indicated to me by the call centre agent I had spoken to in Dec that it takes 5 working days to get into my account). I did all the necessary & then I called to confirm that all is in order & I was told that it is & they will email me should I need to pay transaction fees, I received an email saying no transaction fees will need to be paid. I then waited the 5 days & no payment was received, I then called the call centre & they could not trace anything with regard to my withdrawal. I left it and called back on the 7th day because the fine print on the form says it takes a maximum of 7 working days. I then had to call back & fourth until the 22 Jan to receive my own money after scolding & arguing with staff who could not help, it took 12days to get my own money back after numerous phone calls and nagging, this I feel is pathetic!!!