Struggling for my money

I’ve been struggling to withdraw money that I saved with Old Mutial. They sent me email requesting additional documents but no attachment was found. Tried to contact them and I spent over 30 to speak to a consultant who **** to me so that I can quickly hang up and she can move to the next customer to rob. This first consultant, promised to send me an email with an attachment and said I will receive after 10 minutes. I waited and received nothing until I called again. The second consultant had a negative attitude and spoke to me as if I was a crazy person who did not understand what I was saying. Eventually she sent me an email with the so called attachment. Why do we have to struggle to get money that Old Mutual is not struggling to debit from our bank accounts????? That’s unprofessional