Old Mutal not responding

I have been trying to lower my investment horizon premium since last year november, but just not getting joy from Old Mutual. There is just zero customer service. Do not know what to do anymore as I am jyst falling more and more in dept. Spend ours on the phone, then were asked to email my request. No joy. Laid a complaint. A lady called two months later, apologising for the bad service and said she will sort it out. Still no feedback after that. Tried putting my broker on the issue, they also getting no response. What am I to do? I have hit rock bottom. And Old mutual just do not care. Throws excuses of "under staff". I feel like cancelling everything I have with old mutual.