Frustrating and Tedious Process due to lack of clear comunication

I've had a frustrating tedious so I thought I'd share it so that Old Mutual may improve because I believe that user experience is important.

I've been saving money in a Tax free savings plan. To monitor my progress, I make use of the IOS app. When it came time for me to withdraw, the experience sucked and here's why.

I made use of the app to request a withdrawal from the account. I then recieved an email with documents that I had to fill in and submit (all very good up until now. Nice and convenient).

Here's the problem. The email came from "***". The wording in the email is "To proceed with your withdrawal request, we require you to please urgently complete and return the attached forms."

But where to? Do I return the attached forms to the "DoNotReply" email address? surely not.

Elsewhere in the email reads: "Contact us If you have any questions about this letter, please contact .... Alternatively, e-mail *** ."

Further in the email reads: "If you need any further information or assistance, contact us: Email: ***"

So which email do I send it to? Aah... I'll send to both of these. Seems like a reasonable plan. Except, I don't get any response so I have no idea if I've sent it to the correct address. So I decide to call the number on the app. Which takes about 5 minutes to follow all the prompts and another 5 minutes of waiting in a queue after which I finally reach an agent. After answering a bunch of questions the agent informs me that the email I need to send the documents to is actually "***" which was nowhere to be found in the first email.

I know this might seem petty, but in an age of convenience, why should we have to jump through hoops to find information that should have been provided to us in the first place. The very first email should have told me exactly where to send the documents to.

Life's too short to have to deal with suck *** when a couple of words in an email could have prevented all of it.