Diligent in debiting your account every month but ask for service and you are *****ed.

I've been trying to surrender a policy with Old Mutual for just under 2 months now, I have called the contact center twice, each time I hold for more than 20 mins before I get to a consultant, both time different information provided on the process to follow. I sent through all the documents on 30/07 and 10/08, I am yet to receive a response, when I email it takes min 8 days for feedback to be provided, in the last instance 15 days and I still haven't received feedback. They are diligent in debiting your account every month but ask for service and you are *****ed.