At my Wits End with Old Mutual

I requested a cancellation and withdrawel of a Tax Free Savings Plan early January. Documents were requested and sent through. At first the documents were illegible and resent. I confirmed that they were received and legible a few days later. It is almost a month, after being sent from pillar to post and still no withdrawel. The policy still seems to be active as well. I have now finally received another sms requesting documents, but there is no specification as to which documents are required. I have held on for more than 40minutes at a time to try and get through to either the withdrawels or premium refund departments. The one keeps referring me to the other, but no one seems to know how to action the request. I am at my wits end with this. All I want is for the policy to be cancelled and the current funds to be paid out to me.