Shocking service - Old Mutual

I have a focused Investment plan with Old Mutual. I took it out in September 2015 asa 5 year investment which enabled me to take 2 withdrawals during the 5 year period. Last year in August I tried to disinvest and cash in the investment but was unable to as I had already taken two withdrawals, the 5 year period was not up as yet and there was a restriction placed on my investment which would be lifted on 1 September 2020 according to an email response for from Old Mutual at that time. (I have a copy of this email as it was sent to my Old Mutual finacial advisor) Well the 1st September has come and I have tried to disinvest my investment . I am now being told the the restriction is until 1/1 2024. Very much contridicting the email stating that the restriction would be lifted on the 1st September 2020. I am very unahappy with the service. It has taken the service centre 4 days to respond to my intital email. It would have been nice to get an auto reply stating that the response to my email would take a little longer than usual. I also tried calling and waited for 40min before my call was answered and when I requested to speak to someone more senior who could make a decision on my withdrawal of investment , I waiting another 56min. I had to end the call. The service has been absolutely shocking. All my policies are with Old Mutual and I am appauled by the service I have received. I will be contacting the Insurance Obutsman as well