turn around time not met

I submitted a request to withdraw my investment , last time i was informed that the turn around time is 8 days . It has been 10 days. claim submitted on the 30/11/2017. The financial adviser tells me she is doing a follow up but never cc me on the follow ups. She says she is not at the office. The service I'm getting from them is appalling i just want my money an that's it.