Very poor service would be an improvement!

I have a tax free saving account with Old Mutual as well as a flexi save account. On the 8th of July I went into my app to withdraw a small amount of money. I was informed via the app that the transaction would take between 5 and 7 days to go through. Here we are on the 27th of July and still no money has been paid out and the same message on the app stating it will take 5 to 7 days for the transaction to take place. I phone the number on the website the following week after I tried to withdraw "my" cash and was told I needed to complete a tax residency form before payment can be made I did so the very next day and no response. I rep**** to the same email twice after, firstly to ask about my transaction and then the second time, a week later, to express my frustration with the lack of feedback, payout or any recognition of my transaction what so ever and still no reply. These funds were saved for holidays and emergencies etc. If I need to wait over 2 weeks for my own funds to pay out to me, then I would rather take my savings funds, funeral plans etc to another service provider. As this is absolutley unacceptable. I have more invested with Old mutual and I cringe to think what a headache it would be to withdraw to funds when the time comes.