Appalling customer service

So I put in a withdrawal claim via WhatsApp at Old Mutual on the 20th of April. My request was to withdraw all of my money aa I wanted to close the policy. What a horrible experience, their lack of customer service is appalling. 2 weeks went by without any feedback for my claim, tried to call without success, as you hold on forever. Finally decided to send an email. Received an auto reply with another Ref number. 4 days later I receive an sms to go to the branch to complete a surrender firm. Which I did. Then silence again for another 2 weeks, I sent another follow up email, a week later I get a reply that informs me to send an email to the old mutual group. Which I did, then, nothing for another 2 weeks or so. Finally after more than a month, I receive an unproffesionally written email, informing me that my claim has been processed and I'll receive my money in 3 to 5 days. No details of how much will be received and no confirmation if my policy is canceled. I go into the app my policy has already been canceled. Waiting to see if my money will show up in my bank account or I have to go through the nightmare with them again. I get that your volumes are high but your customer service is disgusting. I am now in a process of moving my other policies to another insurer, what an awful experience.