Bad services old mutual

I went to a branch for the process of paying out my policy. I was given a printed document stating turnaround time longest 15 working days. Everytime I phoned there is one or other delay. For the last week the Tax directive is requested, then when I phone again it still has to be done. Evertime a different story. This morning I've been told they received the tax directive and it will be emailed to me. After receiving the document, and I read it, it is not my Id no, not my name, so someone else's private document has been send to me. So I phoned again, after 49min on the phone I've been told they will request the tax directive AGAIN. My money was suppose to be in my account today. Everytime I phoned every process is 3 to 5 working days, every call to Old Mutual is for 30 minutex plus. And when you ask to speak to a supervisor then your call is been cutted off. I realy had the most terrible experience with old mutual. Bad service, bad attitudes from call centre, promises to call me back and not happened.