1 Year and Still no Will

This is the third complaint I am sending through, 1st 2 were on the old mutual website, which have not been attended to, clearly nothing has been done with the complaint. I had taken out a life policy in May 2014 with old mutual, and since then, I am trying to get a hold of a consultant to come through to me and sign and complete a will that I was told is no charge with the life policy I have taken out, so you could say it is almost 1 year that I am waiting. I have contacted the manager at the lenasia branch and he advised that I need to come to him to complete a will, I have made appointments with him, but were not able to meet them as my career is challenging with the times, I have however requested him to come out to me and complete it, he said no he cannot... I don't understand that when a policy need to be written up, then all the consultants are waiting on you hand and foot and are willing to travel anywhere, but now for the after customer follow-ups and additional things to be done, they cannot adhere to it... I can easily go and get another supplier to do my policy and give me better customer service.. and I think I am going to resort to that now.