Time frame

I submitted my request on the 2 October 24 in app the turn around time says 7 days if i didn't check the app i would not know if there were documents missing when i called them there was much noise on the call center backround that i could hear the lady who was assisting me. Today is the 15th and i have not been assisted this is the reason i am disinvesting my products with old mutual if they do not pick up their socks i will move my retirement to their competitor