false information

<p>My husband has two retirement policies with old mutual, he recently discovered that he has a brain tumor, He with the grace of God has under gone surgery to have most of the tumor removed. but there was a part they could not remove. He is now no longer able to work and has to apply for a government disability. I called Old mutual in June spoke to a friendly lady to advised me in order for them to pay him out, he would need to send in proof of i.d and a letter from the doctors to confirm the current condition.We did everything she requested. And after waiting for nearly a month for some sort of confirmation. I called in this morning only to be advised that the first operator **** to me. There are no calls registered on his profile and no notes of this call, thus I am now a ****. and secondly they accordingly can not pay out his policies. He has to wait till he is 65 retirement age....unless he dies in the near future...really pathetic customer service...now not only did we every month pay his policies on time..now when we need it to pay bills.. he cant access his funds....when I asked if there is anything else that can be done. I was given the reply I don't know maybe email the complaints department.....Really more like a fob off...Can anyone please give me advise on how to resolve this issue...because the customer service agents don't know how....getting paid to assist you with nothing....surely they should at least have a secondary department who will know how to deal with this type issue</p>