Appalling Customer Service - Old Mutual Group Schemes

I have had nothing but putrid service from Old Mutual. I have been paying towards a funeral policy by EFT. I was given the banking details by one of their consultants. I requested that a debit order be instated so that the premium can be debited from my account every month. I sent through all the documentation, but this has still not been done. This was more than a year ago. My policy has now lapsed, and it seems the amounts I paid were not allocated to the policy. I have been trying to speak to a consultant to rectify this, no avail. I hold on for no less than 20 minutes each time I call (from my vell phone). I just need to have this sorted out, but it seems Old Mutual does not care about their clients. The reason we take out such policies is so that we are able to bury our loved ones when the time comes. This is clearly no priority to Old Mutual.