Atrocious service from Old Mutual

I invest with Old Mutual. When my son was born I used their online service to open a tax free savings plan for him. The process involved attaching an unabridged birth certificate for confirmation. I gave all the details, attached the certificate, and submitted. The request indicates 2 business days for processing. I opened the account on 31 Aug 2017, but by 6 Sep 2017 there was no response and the account only displayed "pending" on "my portfolio". I allowed for an additional 2 weeks, but still no feedback. I contacted my father-in-law (which works for Old Mutual), to find out what the hold up is. After struggling to get through, they indicated that they never received the birth certificate. I resubmitted the certificate. Again I waited with no feedback. It is 25 Oct 2017 today and I'm still waiting. I contacted Old Mutual again. After being on hold for 15min an Old Mutual representative mentioned that she'll pass on my request to the new business department. It is shameful the way a respected business like Old Mutual treats its customers.