Misleading information regarding switching your Funeral policies to FNB and pathetic customer service

I had sent through my switch documentation on the 24 May after canceling my Old Mutual policy to move to FNB cause I was told that if I send through the cancellation and policy schedule from Old Mutual my parent’s waiting period will be waived. Upon sending those documents I realised that I never got an acknowledgment receipt or even a reference number. I decided to call again on 21 June which is almost a FULL MONTH later to find out if my documents were received, only to be told that I must send them again maybe I sent them to an incorrect email. Which is definitely NOT the case cause I sent those to *** which is the perfectly correct email address. Only to receive an email on the 22 June with an amendment letter showing that my parent’s waiting period end date is 14/11/21 and yet I was told that there will be no waiting period simply because I am switching and I had finished my waiting period with Old Mutual. This is not acceptable!! I tried to call and send out emails and I am not getting any traction, even worse I waste my airtime only to be told “Unfortunately I can’t do this on my side” by the consultant. What even making me angry is the fact that I recently moved all my primary banking needs to FNB , if I knew I would receive this treatment trust me I wouldn’t have.