Disappointing service from Old Mutual

The service I received from Old Mutual is disappointing, I was suppose to receive a refund on my Old Mutual policy back in 2016 but due to a SARS rule I could not claim the money until I turned 55. This year when I queried about the refund Old Mutual did not seem to know anything about the refund anymore, I have called them on several different occasions and no one seems to be able to help me. Emails have been sent to the Complaints as well as Refunds department with no response. I have even gone to one of the walk in centres but I keep hearing the same story that "someone is working on it and they will get back to me". It really is sad that such a huge Company treats its clients like this.