Poor Service

I recently went to one of the branches at Empangeni last week 27/09/2019 to withdraw from my investment I was told it would take 5days...I was fine with that as I needed the funds for this Saturday so I expected them to reflect on my money account on the 4th but instead I received a text saying "..Old Mutual. To complete your request on 69345SB***6 we need you to visit our office with your id, as we do not have it on our system. We apologize for any inconvenience caused. . Fax +***/Email ***. Quote this ***"...Why??cause I had my Id when I went for the withdrawal didnt they see it was not on their system. I'm really upset as I needed the funds now I have to make plan B as I know it's gonna take another week. The funds appear to be withdrawn from my portfolio but they don't reflect on my money account when I check using the App. And I had made a withdrawal before at Nongoma I never encountered such infact the money reflected within 3days on my account no problems whatsoever.