Poor service

So after I decided to discontinue with my RA investment and requested my money back I was told the procedure takes 21 days and all the documents and everything was done on time. I called old Mutual to find out what was the hold up. I spoke to a gentleman by the name of Muraad Sayed and he said they everything was received and on time and sars did their work and he also doesn’t know why the funds haven’t been paid and he promised that he will request and immediate/ urgent payment yesterday and apologized for the delay. And he said the payment will be made yesterday also. So I called again yesterday to double check what was going on and how far they were and I spoke to a lady by the name of Nataline Louw and seemed not to know what going on and made me hold for more than 15mins. I then asked her if I can speak to the manager coz I could she does not know what’s going on. The manger( Narieman Awaldien) said the money will be paid yesterday but she’s not sure of the time but it will definitely be yesterday. So I asked of the immediate payment the previous gentleman promised and she said they don’t do those. So I really what to understand how people of the same company could have different information and how are we supposed to trust Old Mutual when they don’t do their work and the required time. Why is that the client must keep on doing a follow on their job, how is that fair on us. In the future do think I’ll take up a policy of even insurance with old Mutual when the employee are so *********** and not trustworthy