Surrendering retirement

I am very disappointed on old mutual i have retirement policy with them so i made a paid with them with the amount of less than 15000 as their policy says so. I did all process and they told me to wait for 15 days in order for them to pay out to my acc. After they have send me email that days i was unsuccessful. I went back to the branch which is kuilsrivier the consultant was assisting me says she doesn't know what happened, i must go to their head office. I went using my last cent to lay a complain, i spoken with the manager of he told me he is going to send email. After few hours i received the email that says they already rep**** that i was unsuccessful. Im disappointed with their customer service very poor and unprofessional. And im taking legal action in this regard.