Retirement payout

My retirement fund matured 3 months ago. I decided to transfer to another institution because the advisors handled my contract unprofessionally and I was offered better returns. Because I am moving my funds, Old Mutual deliberately delay the process. This is my only for of income. After almost 3 months of sending documents and phone calls and emails to complaints department, still no funds. The excuses used range from the documents are lost , documents were never sent and the latest is that they are waiting to finalize year end . Even complaints department does not give feedback. It is shocking how careless Old Mutual is with a person's livelihood. Even after investing with them for 23 years.