A bad customer experience

About a week ago I wanted to withdraw from one of my old mutual savings account as I needed the money urgently, I then contacted their group scheme over the phone, I was made to hold for over an hour, I then had no choice but to put the phone down because my airtime was finished, as if that was not enough I sent them an email and got an automated response that their turnaround time is 24hours. A week passed without any response from them. After a week I get an email from one of the "senior administrator" by the name of Anthony Lubbe responding to my request, no appologies no explanation for the late response whats so ever. I laid a complaint and still no explanation and no apologies from Old mutual even this ANTHONY LUBBE is not even bothered to call me and try to assist since he is a "senior" in the department. This kind of experience is very shocking to me, imagine if it was a funeral claim and Old mutual is providing this tortoise customer service.