Unpaid payment part withdrawal

I took out an investment that allows partial withdrawals. On 14 April, I app**** for a partial withdrawal due to an emergency and was told it would take five working days. I followed up on 20 April, only to be informed that the payment had failed because the account they used had been closed by Old Mutual. This was concerning, as I had already raised this issue on 14 April, but was assured that everything had been verified and was in order.

On Tuesday, 21 April, I called again to follow up and was asked to submit my ID, five signature specimens, and bank account details, which I promptly did. Then on Friday, I received a WhatsApp message asking me to confirm which banking details they should use—despite the fact that I had already provided a bank confirmation.

On Tuesday, 28 April, I called once more and was told that the payment is now waiting to be authorised.

It has now been 15 days, and the urgent need I had for the money has already passed. This is not the first time I’ve experienced delays like this. I previously had another investment policy with them, which I cancelled in February, but only received my funds in April.

I gave them the benefit of the doubt, but I am disappointed again. I requested access to my own money—not a loan—yet it has been extremely difficult for them to assist when I needed it most.