No response/Horrible turn around times

I sent an email requesting the documents and procedure for surrendering my policy on the 29th of July to which I only received a response on the 13th of August and again a week later however as I had logged a complaint. The first thing that puzzles me if the fact that I received two different forms and list of documents required. I have none the less completed and responded to both emails. I sent the documents on the 2nd and 9th of September and have not even received a response acknowledging the receipt of my request along with the estimated turn around. Old Mutual's service is **********!!!! I am glad I made the decision not to do business with them anymore.