Tax free savings

Terrible experience! I opened a tax free savings with Old Mutual and I was told that I can withdraw my money anytime with no additional cost, on the app the money reflected was incorrect and I asked about it they told me that it takes 10 business day for the funds to reflect after I get debited but still my balance was not fixed and I decided to withdraw the money and it was not all of it I got the money that was showing on the balance and when I asked about it they told me that its the penalty fees because I withdrew my money before time, what happened to withdrawing at any time and when I asked the lady who assisted me she said she will give me a call and I am still waiting for the call till today, I always heard about people who get ****med by this company little did I know that I would be a victim myself.