Bad/ No service

I called the old mutual call centre to cancel a policy the lady that was assisting me said she will email some forms for me to complete, two days later I am still waiting. So I decided to pass at one of their branch in Randburg just to find out that the person that as suppose to assist me was on lunch it was 14:45 then they said that the person will be back at 15:00. We waited for him till he came back at 16:30, which he started first to chat with hos colleagues for a while before we can be helped. The service is appalling as I was the only person there and there were just looking at me for and saying anything at all. Never ever will I go to a branch for assistance.