Very bad service

I sent a request on the 12th of January for a withdrawal from MY savings account . I submitted all the required documents . Today is the 22nd and I have not received any feedback from Old Mutual . No phone , no sms , or email from Old Mutual . I've made a withdrawal before and received great service from Old Mutual but this time around I'm not a happy client .I'm not asking for a loan , I want to withdraw MY MONEY