Debit order query

I submitted a query 3 weeks ago via email regarding an amount that was debited from my account. I opted for the email option after waiting 30minutes to be connected to a customer care service agent who advised me that she is unable to view debit order transactions and would not be able to tell me what the debit was for.

I sent an email with detailed information including the reference on my bank statement . A few days later I got a response requesting my bank statements. I sent them and to date still no response from Old Mutual-this is the end of week 3 with this query.

The service is so disappointing. I have 5products with this company, at the very least I would expect clear communication when I log a query.