A Poor and Delayed Service Delivery

No communication nor feedback = delaying tactic: I find it so frustrating - almost 2 months before my policy matured (1st Aug 2018) - I was sent a letter of maturity (2 June), I has responded to this the 4th June with my intention. I received confirmation of my response on the 5th June 2018, acknowledging my request. I was then called by your customer retention unit on the 3rd July - I explained my same intention to them. The response received was thank you, we have received your request and will send you a form on the 1st August 2018. (made sense as my policy only matured then - no sooner as you explained) - On the 1st August - I followed up. - Nothing. on the 2nd August I followed up. Nothing, On the 3rd August I followed up. Nothing. On the 6th August I followed up. Nothing. On the 7th August I followed up again. Can you believe it. A response and the form attached that need to be completed. the one that was promised on the 1st August. The form was completed and returned the 7th August - I have followed up 15th August. Nothing. I have followed up on the 16th August. Nothing. Today 17th August - Please do not apologise for the poor service - (it is a sign of weakness) all i need is action: what is the so-called delay in processing a matured policy (1 August) settlement that was given instruction to in June already.