Not living up to promises

At Old Mutual Rewards, your tier depends on the financial needs you have met with Old Mutual. I have several needs met and should be on Tier 4 or 5 but was on Tier 2 for a while. I hadn't noticed until my Financial Adviser pointed it out. I called and was told some policies weren't pulling through and that I'd be credited with the points I didn't get. I started emailing nearly a month ago and haven't gotten any feedback outside of "We are looking into it". When I called with the reference number I was put on hold for a long time while the operator went to find whomever was dealing with my problem. It is unacceptable that you trust a company to manage their admin (and yours) and they simply don't (a) tell the customer that there is a problem, (b) don't keep the customer up-to-date without the customer having to chase them, and (c) don't resolve the problem.