Dissatisfaction with Old Mutual

I have a policy maturing. Had to phone old mutual requesting documentation to have policy disinvested. Email states a time frame of 7 -15 working days. Day 17. Had to phone again to find out if there is a problem. Was apologised to by agent cause all my checks and balances were done but nobody deemed my request important enough to have it processed. I am very disgusted with the incompetence of Old Mutual.