lack of assistance

ok so where do I start about a month and a half ago my wife went into the old mutual branch in Wynberg Cape Town to cancel 2 of our policies the guy assisted us and completed the cancellation request a week later we got a sms to say the documents that was submitted was incorrect, we resent the documents and this time we did it ourselves another sms saying its the wrong documents so I received a email from the customer with the correct documents we completed it and resent we the got a email to say the documents was filled out incorrect after calling the call centre, customer care numerous times for assistance we just never get through and if we do get through they then transfer us from one department to another and no one then answer the call this is a waste of my airtime my wife and I completed the forms again and we made sure everything that was required to be completed we did we sent this with a copy of my wife's ID (certified), Marriage cert (certified), Bank statement not older than 3 months and her Proof of address we waited about a week and a half which is today we got a reply with the following

Dear ******x

Thank you for your email requesting to surrender on Policy ********** 8 .

I have received your documents however the Identification section is not certified by a Commissioner of Oaths please re send.

Please don't hesitate to contact our Customer Communication Centre on ***should you require further assistance.

If you seek financial advice and are currently not in contact with a financial adviser or broker, please call 0860 WISDOM (***) and we will gladly assist you. Kind Regards BONGIWE KEDAMA | Call Centre Agent Customer Service Centre Old Mutual Life Assurance Company (SA) Limited Licensed Financial Services Provider

to which I rep**** saying that the ID document was certified by a commission of oath. We then called again and same thing no one can assist us or we don't get through to a consultant this is bad customer experience I work in a contact centre and I know what it is to treat a client fairly this is clearly not happening in the OLD MUTUAL space but should we now skip a payment then you see how quick they to respond, I don't know if old mutual is under staffed or what but to be on hold for almost 30 minutes is unacceptable. If I could give a rating it would 0 out of the 5 stars