Withdrawal still not actioned 30 days later - OLD MUTUAL

I did a withdrawal on my tax free savings on 19 December 2023, precisely 30 days ago today. My money has not been deposited into my account to date . Every time I call I am told that the service requirement department needs to action my request. I have been following up at least 3 times a week from withdrawal date to no success.

This is the first time they require fica documents, I successfully made other withdrawals via their app without any delays or additional documents required.