No joy solving my RA Tax reference problem with Old Mutual

I need some help please. I normally get great service from the old mutual customer call centre for the easy stuff. But trying to get past the call centre barrier to get answers for something a bit tricky is just plain impossible. No one ever gets back to me. Problem related to my RA’s reflecting automatically on my wife’s tax return. Only old mutual can change it so she cannot submit her tax return for 2021. The process loop I follow is the same every time I call. I think it’s 7 times since November. I call, wait 5 to 15 minutes. Get an agent on the phone. Do security checks, explain the problem, give all the reference numbers for the query, get told how sorry they are, they will have to chat to their supervisor. Hold on the line for 7 to 15 minutes, get told that it is with a specialist who cannot be named and who may not call me but who has assured them that it will be resolved in (this part varies) anything between 2 and 21 days. When I ask to talk to someone higher up I am told they will see what they can do but they cannot call me back as it’s an inbound call centre. One nice chap did at least send me an email explaining this. I have never received any of the promised calls from anyone at old mutual. I have been with old mutual since 1988. I would think a simple call back may have been earned after all these years of loyalty. Thank you.