incorrect policy payment

Old mutual has been debiting my account and then paying a portion of my policy back into my account arround the 14th or 15th. last month i did not get paid and requested my payment, yesterday a person from old mutual sent me a mail stating they owe me nothing so i responded to the mail showing them where they are wrong. Shocking coming from trained people where i have to show them calculations on a policy. last night i got paid but paid incorectly, is the staff at old mutual so incompetant that they cannot understand their own policys. i requested to speak to someone but no one calls. Why is the service of old mutual going down? pathetic - to know i am allowing my family to be taken care of old mutual. can some one pick up the phone and call me please?