Unable to get my savings from Old Mutual

I went to the Cresta Branch last week Friday (06/05/2016) to get some of my money from one of my policies, since that day nothing has happened. I am aware of the 15 day policy however I decided to call the service center to see how far down the process my request was, however the service center agent told me he cannot do anything for me if I don't have the ref number due to the fact that you are using different systems that don't talk to each other. I then proceeded to call my Old Mutual financial adviser to ask for assistance, and since I had found the reference number I provided this to them, and again they indicated that they cannot help me as they can't track this on the system as the reference number is not bringing back anything from the system. Now, I find this very frustrating as in case of emergencies one would like to know that people are working really hard towards released the money you worked so hard to save so you can use when you need it. It really shouldn't be my problem that Old Mutual has poor system management and therefore cannot service their clients efficiently. Now I am told to go back to the branch to inquire about the progress there or restart the application...then what's the point of the service center and also having a personal advisor???