Confused processes and communications from Old Mutual

I requested a withdrawal from my policy via WhatsApp. This was followed by a confirmation sms on 30 Jul 25 from Old Mutual. Old Mutual did not state via their WhatsApp channel that they need a letter from me. Subsequent sms's refer to send docs - yet WhatsApp channel is silent on key requirements. Now I called to find out when my payout will be in my account. I am told about " send a signed letter". It is infuriating when Old Mutual messes communications to clients and hides behind flawed processes. Sort out your whatsapp channel or remove it. Direct people to the Old Mutual website and stop being confused. I was expecting my payout this week. But it is now delayed because of confused process. Very ***********.