Extremely poor service

Recently I had an issue with Old Mutual, my mum passed away more then 20 years ago and I was receiving an annuity payment from them with a policy that she had with them. Recently the payment stopped and I tried to enquire with them the reason. It took several calls and almost an hour to get through to a human being who could assist with the problem. The consultant who assisted me finally figured out that the payment was with held because they needed to verify if I was still alive after paying me every month for over 20 years :). She kindly assisted and said the problem would be resolved within 48 hours and that the payment will be received, my details will be updated. I week later still no payment, then I called again. Again the frustration of getting hold of someone and trying to figure out why payment still not received. again many calls and then finally get through to a new person saying she cannot assist me cause my details were not updated and I could not verify the details they have on the system, which I could not remember from more then 20 years ago. Gave them all my details, policy no and sent several emails. they promised to get back to me within 5 working days. NO response its been 8 working days now. Sent another email today and still waiting for them to respond.