*********** Employees getting paid for not doing their work

Policy: ********** -1: Claim to surrender policy mailed to ********** on the 5th of January 2018, resend docs again to the same email on the 8th of January 2018 with ref:wf_ ********** 19 Phoned on 09.01.2018 - ref ********** 858 - response: Documentation is on the system and someone is busy with them. Phoned on 16.01.2018 - Ref ********** 863 - response: Documentation is being processed and someone will phone me Phoned on 22.01.2018 - Ref ********** 532 - and the gentlemen told me that they have not received the documentation. After 45 minutes on the phone with him, him looking for my emails, they could not find my mails, I resend the previous mail and I received a response to say it will be send to the claims department. I did not get a call from the claims department so I phone again today - 26.01.2018, ref: ********** 655 and I was told they received the documentation and will send it to the claims department. This policy was a savings policy, and reached 10 years on 31 December 2017. No Hollard employee bothered to pick up the phone once to give guidance or assistance. My debit order went off promptly every month, with no hiccups, but when it comes to paying.... total different story An I am not allowed to get frustrated..