Old Mutual claim

My policy with Old Mutual matured on 1 June 2025. The policy started in 1994. I have made a number of withdrawals on that policy as long as funds were available. In all cases where i made withdrawals, I was contacted by Old Mutual representatives to indicate that there are funds that I can withdraw. I had even forgotten that there were funds left on that policy, Old Mutuals reps first contacted me in 2024 to indicate that there were funds remaining on that policy and I can withdraw when the policy matures on 1 June 2025. The Old Mutual reps even sent me an email early in 2025 with an attachment on the letterheads to indicate how much I can withdraw. I prepared the relevant forms for withdrawal which even required a South African Police Service (SAPS) affidavit to say that I am a beneficiary of that policy. It is then that the problems started. I was provided an email address to which I am to submit the documents. I called Old Mutuals service centre on 2 June 2025 to confirm whether the documents were received. The Old Mutual rep who took my call indicated that I had used an incorrect email address to submit the documents. I immediately corrected resent to the provided email address. I need to indicate that the 2 email addresses are *** and ***. Both email addresses are received by the Old Mutual Service centre and furthermore both email addresses do appear on Old Mutual documents. This is surprising how the service reps can say that they have not received the documents when 1 of the 2 email addresses was used when sending the documents. In addition, Old Mutual sometimes sends confirmation emails with a reference number (starting with C) whenever an email is received. As such, I have more than 8 confirming emails with reference numbers from 2 June 2025 to confirm that my emails were received. Some of these confirmation emails even indicate that an Old Mutual professional would contact me soon in relation to a sent email. It is unbelievable that not even 1 Old Mutual representative called me as per the confirmation email that I received from Old Mutual. I have made more than 10 calls to Old Mutual Service centre since 2 June 2025 to 19 June 2025 in order to make a follow-up on the status of my claim. An Old Mutual rep by the name of Denise Robertson made an effort, today on 19 June 2025, of ensuring that the form (contact details form) which Old Mutual claims that I have not completed and sent back is actually received via email, printed and sent to the relevant department to action further. The bad news from that call is that I should call back atleast by 23 or 24 June 2025 to determine the status of my claim as there are more processes to follow. I want to thank Denise for the effort made and a reasonable explanation that she has provided. Unfortunately, I am disappointed by the service that Old Mutual has provided me from 2 June 2025. The withdrawal claim form was completed, stamped and signed by SAPS on 14 April 2025 and submitted to Old Mutual for a policy maturing on 1 June 2025 and as of today (19 June 2025) my claim has not been processed. I don't even know when it will be settled.