Appalling service from Old Mutual

I’m am so disappointed in the service we’ve been receiving from Old Mutual. I’m not sure what happened to this strong financial institution. I approached my Momentum Financial Adviser to assist me with my retirement annuity surrender since it’s near impossible to get hold of anyone at Old Mutual’ s call centre. My adviser sent a client authority 29 April 2020, requesting the necessary documentation to surrender my annuity. Since we did not receive any feedback another email was sent 19 May and again on 12 June. Truly appalling! Old Mutual eventually sent the surrender form and requirements on 18 June. I completed the surrender application and gathered all the necessary documents. My financial adviser sent everything to Old Mutual on 29 June. We received an email on 1 July that Old Mutual received the email and that they are busy processing everything. Since we did not get any feedback after 1 July my adviser sent an email on 23 July requesting feedback. She contacted Old Mutual a couple of times to follow up but it takes up to 40 minutes for someone to answer. When the adviser eventually got hold of Old Mutual a consultant confirmed that there was a surrender fee of R108.90 that I must accept before they can proceed. No one contacted me to inform me of the surrender fee. If we did not follow up, no action would have been taken. An email was sent from myself and my adviser on 5 and 6 August to accept the surrender fee. Nearly another month has passed now without any feedback whatsoever from Old Mutual. I'm still waiting for the proceeds of my annuity to be paid out. A similar request was sent to Sanlam at the same time we started the process at old Mutual and the proceeds of my annuity was paid out 8 July. Can someone please explain why Old Mutual’ s turnaround time is up to 5 months for a simple request and why it is so difficult to get hold of anyone that can assist.