Withholding of money for updated forms on useless information

Old mutual service delivery is shameful for such a big insurance institution. I had put in a treat for a withdrawal from an investment. I received confirmation that they got the request and got a reference number. 8 days later I have received no communication from them and I have not received my money. I call the customer care and I am told my a consultant that my request is on hold because I have not been COMPLIANT. Nobody contacted me to explain this to me. She goes on to tell me I have to complete forms and then only will be request be looked at. I find this completely unacceptable. They sent me forms about updating my address n personal details- why is a withdrawal request put on hold for that??? And why had nobody contacted me to update this information BEFORE?? Only when I want to access MY money now I am being told about these forms? To top it all off the forms are not even sent in proper PDF format- I will have to print them- complete them manually- scan them and then send them back. I am infuriated with Old mutual