Poor service

I have never been soo disappointed buy how a big company like Old Mutual is handling my matter. On the 7th of October 2021 i went to old mutual branch in twin city mall Bloemfontein to surrender my retirement annuity I've submitted everything which was requested which is ID copy, 3 months bank statement and tax number. I was told that my money will be available within 15 working days. After 20days of waiting nothing happened no money was available i went to brach in Botshabelo just to check what is delay the consultant there told me that the was a form i was supposed to complete but the consultant in Bloemfontein failed to provide me with that form however i completed the form that was on the 3rd of November 2021 today i am going back to old mutual twin city mall i am told that i haven't submitted a Tax number i am just being taken back and forth i am so disappointed by Old mutual