Bad service for loyal clients

My experience after being a loyal client of old mutual for more than 20years being a loyal customer to them. They have been collecting almost more than 20 years now Collecting an amount resulting to R 1 557.43 every month. They are now unable to release my Old mutual retirement annuity policy of more than 20 years the only thing they did it to release the one that's 18 years younger than the main annuity claim.

What type of business is this?

This is not poor service but bad service. I have been wasting money going travelling all around the province but nothing all this company does is postpone. Postpone always.

How come you release a 3 years old policy and unable to release the main old policy with you?

Or do I have to take more action for this company to get my investment back?