Disappointed loyal customer

Good day. I would like to launch a complain about the service of Old Mutual. I have an investment policy that I wanted to be paid out. I went to the local branch on the 12th of February 2021, completing all the relevant application forms, and the consultant send it to the Old Mutual Head Office. He informed me that it will take 21 days to be paid out. I went back early March 2021, only to find that there was no progress or feedback form their head office. After several calls, and e-mails, it then turned out that my application got lost at their head office, as the local consultant showed me proof of his correspondence to them. With huge frustration, the application was completed and resubmitted again.. The promise was then that it will take two weeks, and then my policy will be paid out. Till date(14 April 2021) I have not yet received any feedback or response. I am a loyal Old Mutual client for more than 30 years, but I am extremely disappointed about their service.