Dissapointed with the service at Old Mutual

I had an Excess Loan (Product 98020 - Middle Income Mortgage) that I used since 2013 at Old Mutual with no difficulty and good service. It now became impossible to get information or help with my loan. After emails, several calls (Ref ***0; Ref ***1; Ref ***3; Ref omcf***). I was told to write to : ***, but the message are blocked. I was also informed that I will be cc in a mail, in the request for help, without success and was also informed that there is no number of the person who can help me, but the person will be phone me back, possible today, which i do not believe anymore. I have been a loyal client for years, and are totally frustrated and disappointed.