UNHAPPY WITH OLD MUTUAL UNIT TRUSTS

On the 4th October 2019 I submitted a Unit Trust Redemption Form to Old Mutual for a client of mine. Last week I phoned the call centre to find out what was happening and was told it was in process. To date, no monies have been received. I phoned the call centre twice this morning, 14 October 2019 and the one agent didn't know what I was talking about, the other agent tried to help but never did. I requested to speak to a team leader on both occasions and was told they are in meetings. Please can someone explain to me why when you ask to speak to a team leader they never want to take your calls. When you want to offer valuable insight into the way the call centre works the team leaders do not want to listen. How can a Repurchase take over a week and a half when the client's account has been FICA'd.