Disappointed in the Customer Service received

Here is the story. I have various Retirement annuities in my name. I have 3 smaller policies which I would like to either have repaid directly to me as a result of early retirement due to continued unemployment over the past 2 years. I have made several enquiries as well as submitting repayment instructions ad nauseam through walking into a branch of OMB KENILWORTH CENTRE ... Using the OM APP ***under various case numbers since 11 January 2021. I have also spoken to my financial advisor who has advised that in order to have the funds repaid I need to split the funds the total at approximately R78k whereby I take 1 third tax-free to be repaid to me into a banking account and the balance to be paid of 2 thirds into an annuity. When trying to arrange this option I have again been advised differently to the extent that I also have an investment of R2.788 million that I now have to put all my funds together at a massive cost of Approximately R278k. My issue is firstly all I want for now is to be able to access the R78k which is a total of my smaller plans so as to release some financial pressure and I'm not been given the opportunity to do so. In total I have had 5 different solutions none of which gives me absolute clarity of the way forward. I am extremely disappointed with the service received from the Old Mutual call centres to date up to almost 30 minutes waiting time which is highly unacceptable as well as extended waiting time of approximately 10 days to get back to a client. I am appalled to say the least. I need someone who knows what to do in order to resolve my situation as a matter of urgency.

Someone who will take my complaint seriously and not shove me around which up to now has been the case.

My contact details are are follows:

YM CHARLES ID NUMBER

***

POLICY NUMBER GROUP SCHEMES ***10 364 CASE REF NUMBER GSENQ***.

POLICY NUMBER ***2 AND ***0.

These are the 3 policies my query /complaint relates to.

The last plan I have is policy number ***2 which I do not need to have actioned at a cost of approx R278k.

I am writing in an effort to get this matter resolved speedily as up to this point I have been given conflicting information which is not treating me fairly and I need my matter to be escalated and resolved .

Kind regards YM CHARLES ***