Unhappy client

Good day, I have since made a withdrawal from one of policies to pay bond fees, which is more than 15days ago. Now I have borrowed somewhere as payment was due. I even went into one of their branches to submit documents already submitted more than 3 times electronically. When I expect payment today, they have sent me a message to say I need to resubmit the same document again. I do not know what else to do to receive the money from Old Mutual.