Appalled by Old Mutual services!

Flabbagasted by Old Mutuals lack of professionalism. I have been told my policy is in 'lapse pending' yet it's on debit order and all payments are up to date. I requested an explanation on this status and told that the retentions department would call me... I still wait for this call. I am beyond disappointed and losing all trust in old mutual. Maybe it's time I move my policy elsewhere because really this is not on!