Group Schemes Worst helpdesk ever

On the 16th of September I called the Old mutual helpdesk as I was trying to make a withdrawal from my group scheme policy. I got through to an agent that agent transferred me to group schemes, I was on hold for 10 minutes before getting through to an agent. When I got through the second agent he could not hear and the next thing i know im hear the ivr to rate service . So then i decided to send an email on the same day.

I sent my email around 13:46 on the 16th and received an auto response AR: Withdrawal - REF: --GSENQ***--. To date I have not heard crom old mutual. Today I tried calling old mutual again . i got through to the first agent who transfered me to group schemes and gave their number *** of course after holfing 3 min 45 seconds i was transfered by a gentlemen I think his name was Trevor to ***after holding on for 6 min the line cut. Then I had to call the number given by Trevor and after holding for. a good 11 min I got through to someone. She asked me for my name and id number. As i was giving her my ID number she said she cant hear me and next thing I know im back at IVR being asked to rate the service I received.

I am so fustrated no one is taking my query up. No one calls you back when the line cuts off. No one answers quires. Airime is expensive and I don't get by the truck loads. Can someone tell me what i need to do to get service from Old mutual group schemes as they seem to be the only department that have issues with their headphones and theu dont answer emails .