Long phone wait times and email replies

Why is it so difficult to get to speak to a customer service agent at Old Mutual? Even my emails take about 2 weeks to get answered if im lucky! It's been a couple of weeks since I've been trying to contact Old Mutual, and since I didn't receive a reply email I tried calling. Everytime it's at least a 20 min wait on the phone, followed by someone who cant hear you even though you can hear them clearly. This is a real turnoff fir customers. What if I needed urgent assistance? Since this is a recurring issue, I have decided to cash out at Old Mutual and try to find a more reliable company to invest with, if I can finally get hold of someone at Old Mutual!