Bad service by old mutual

I am appalled by the kind of service old mutual give to their client. I contacted Old mutual to make withdrawal on my policy, all they did is to send me almost 10 pages to complete even I indicated that I’m registered on their app, we currently talking about the fourth Industrial revolution and saving the environment and I thought old mutual as a large corporate in SA will be aware of this matters. On the 30th September 2020 I drove to Old mutual branch (Florida, Roodepoort) to get assistant, however I was told that my investment it’s secured by FATCA, first they didn’t know what FATCA is, including myself, they kept on asking me if I have knowledge of it, anyway I went to Standard bank to access my bank statement and ask one of the tellers after I googled FATCA and she explained to me what it is and she was surprised that Old mutual as an financial institution they have no knowledge of FATCA. I went back to Old mutual to submit my bank statement and gave them explanation of FATCA but there was still no light even I showed them article by OLD mutual on FATCA matter. While I was still waiting they advised me that the system request cession letter but they don’t know what It is, I had to google on my own again and drove to FNB and ask them if they can assist me to my surprise I was happily assistant and issued with the cession letter and FNB was surprise that Old mutual as the financial Institution that don’t know what cession letter is. My letter was submitted on that day and receipt of sms ***. On the 3rd October 2020 (Saturday) at 11:04 I received sms, stated that I need to revisit the office and complete Tax residency form as it’s uploaded on the system. First I contacted the branch if there’s a possibility to complete the form on the app, I was told to come to the branch or contact the contact centre, I decided to contact call centre only to find out they work on weekdays only then I decided to revisit the branch. To my arrival AGAIN old mutual consultant she doesn’t know what Tax Residency is, lucky I know and the documents was not uploaded on the system as per stupid SMS and she told me there’s nothing she can do. Clearly as a Corporate old mutual lack giving proper training to your staff members.