Non-Existent Service As Usual

I requested a Section 14 transfer quote on the 2nd of January 2018 and was informed that it will take 15 business days to provide this.

On the 13th of February I called Old mutual to enquire about the progress of this, since the 15 business days timeline had lapsed quite a while ago and I still didn't have the quote. I was told by the callcentre agent that the Section 14 division had told them that the client (me) had to request the quote directly from them, but somehow this was never communicated to me. The first callcentre agent also didn't tell me to do this, since if this was the correct procedure, I would've done it in the first place.

I then sent an email to the Section 14 division, requesting the quote. I got an automated response back, saying that it will take 5-10 working days to send me the quote. This timeline also lapsed without me getting a quote. I sent another email on the 1st of March, enquiring about the progress of this. I got a response back on the 5th, saying that it can take about 15 to 20 working days to provide the quote. Once again, this timeline lapsed. I sent another email on the 15th of March and was informed that the Section 14 department will get back to me.

It's been about two and a half months since I originally requested the quote on the 2nd of January and I still don't have it. I don't receive any updates and every time I contact Old Mutual, the timelines seem to be getting longer. This truly is terrible client service and I won't recommend Old Mutual to anyone.