Poor Service from Old Mutual

I have a TaxFree Investment with Old Mutual. Due to circumstances I decided to cancel the plan and withdraw the savings. I sent all the necessary paperwork to them on the 15th January 2019. I received an acknowledgement from them on the 16th January 2019, stating their turn around time being 11 days ( despite their website stating the monies will be available within 7 days). Today is the 2nd February 2019... they have not paid my money in and to add insult to injury, the deducted a premium from my bank account. Tried to get hold of them telephonically a few times.... you hold forever! Sent email number 4 this morning. Not happy at all... will be cancelling the balance of my portfolio with them!