Poor service

On 31 March 2023 I called old mutual using a number I received after logging into my profile ***) After a long wait I was assisted by a female consultant she did verification and after waiting for a while she came back to inform me that I'm group scheme and she'll have to transfer me there for assistance. After a while as well I got hold of Tyren not sure of spelling. Since I wanted to make a withdrawal he then gave me options I then asked him about whatsapp because whilst on hold I heard about it. He then told me that it's possible and gave me the policy number where I can access funds. When I logged on whatsapp I got a message that referred me back to the consultants where I was assisted 30min later. I also just remembered that the last time I tried to make withdrawal it was a mission where I have to complain first.