Verry bad service from old mutual

Im verry upset with kollenade branch pretoria.I went there on the 23 march 2021 to withdraw my policy evrything was right in place the lady told me and said 21 working days for payout.26 April was 21 working days did not pay out i went there even before that to make sure evrything is still on track and was told yes.28 April i went to rustenburg branch and the lady said it was aproved on 23 April 2021 and she called their head office to track how far payment is now suddenly they need a leter from me that i accept the charges they deduct so i did it but no email or call or from that branch to tell me they need this now it looks like because of this i have to wait another 21 days verry unprofesional i will never do bussines with old mutual again this is really bad service