Runner Arounds With Withdrawals

I called Old Mutual to withdraw some money on the tax free account. I was on hold for 15 minutes and being pushed from pilar to post, until i was put through to Cortney, whom i was on the call with her for 12 minutes. She told me that the compliants information is not updated on my policy, so i couldnt do a telephone withdrawal. she told me that she was going to send me documents that i must fill and send back to her. im still waiting!!!!!