POOR SERVICE FROM OLD MUTUAL

I have been trying to make a withdrawal from my old mutual policy for a month now. Initially i spoke to a financial advisor who told me to go into a branch with an ID. I went to the centurion mall branch and they told me they require a proof of account. i was only told only an hour after of waiting in the q and the banks were closed by then. I then got my proof of account and went to forest hill branch. No consultant could assist me there and we had to call the call centre to assist. The call centre assisted and now over 8 working days after the claim, i call the call centre to find out how long more do i have to wait, they tell me that no claim has been made and i have to go to a branch again. What the hell is hapenning here. Why to I have to go up and down for 2 months just for a withdrawal when my account was debited within 3 days when I opened the policy.