Old Mutual bad service

I called on 09-02-21 and got the worst service ever , you could hear the person was distracted as they are working from home...Called again today on 10-02-21 and got great services , the sad part is that I had to hold for 28 minutes to get a consultant and when I got through I couldn't hear a thing, lucky I could pick up a few words and she managed to send me an email, good lady Tamia Steenkamo MFCVR*** , pity she couldn't give me the information obI required over and above standard procedure due to her obvious limitations from employer...e.g how long it would take for my cash back to be processed and from date of process how long does it take to reflect in my account..all she could say was we have backlog and call back in 5 days should you not receive feedback...5 days in this days of technology :-( ......pity .....I feelfor employees like Tamia because you can see she means well but limited