Blaming a customer and horrible customer care

I took out 2 policies with old mutual last year which I ended up cancelling and I was advised that I would be paid out of them within 21 working days and that was July of this year. July came and went till November from my cancellation and my financial advisor was changed before then. Upon cancelling it was confirmed as with the pay out. When I followed up with Old Mutual as I had to go to one of their branches as you hold for hours on their customer care line that deals specifically with my issue, I informed the agent of my predicament of which when he checked my policies it turns out when I cancelled the agent made my policy paid up instead of cash out meaning had I not checked I would still be waiting now for an error one of their employees made. No surrender form was given to me because of this error needless to say I completed everything in Vangate and was advised to wait 21 days to my dismay and disappointment I advised them how an error they made is inconveniencing me to wait another month only to have the agent email me and say but you submitted no surrender form. I am livid as despite the bad service and inconvenience now a person is pointing out things I have not done which should have been done had they been done properly in July and would not be in this predicament and nobody wants to escalate my matter making it seem my fault. The most pathetic thing is I was considering taking out life insurance as well as a life cover but with the service I have received I think not.

It is so easy to debit but not pay people back especially when an employee of theirs made an error and some smug genius tell me I never submitted a surrender form. I am still waiting for the matter to be escalated and have someone call me and sort this out ASAP