Very very poor service

I requested a withdrawal from my tax-free investment account from old mutual, they rep**** to my emailed request about two weeks later and requested my bank statements which I sent the following day upon their request. I have not heard from them in 3 weeks, I called them more than 10 times and each time my call would last 20 minutes waiting until I give up and try again. I do not even know how to reach them anymore to receive my money. I've never experienced such poor service.