No response to emails

I have on 4 occasions sent an email to Old Mutual Group Scheme regarding the surrendering of my policy early due to unforeseen circumstances. I have given my policy number and my ID Number,in return I have received on two occasions an automated response with a reference number, but after that zilch, nothing. When I first made the enquiry I got a call from Old Mutual and the callcentre tried to put me through to Group Schemes, after waiting almost 15-20 mins I decided I could not sit and wait forever so took up the option of emailing as per their automated service.