Old Mutual customer service and policy surrendering SUCKS

Surrendered my Policy on 12 April Sent documents on 26 April. I was told money would be paid out today. when i phoned last week to confirm receipt of documentation. Firstly the first lady i spoke to this morning was so customer orientated she put the phone down in my ear when I asked her why she was telling me something lese to what the last lady did last week. I phoned back and was assisted by a person named Dean who told me he escalated for payment - then he said the calculations were not done. that is why it was not paid out - so what is the story? from being paid out today to calculations not done? Really??? and then I was told to phone back this afternoon - you cannot get assistance in the afternoon - no one answers the phone in the afternoon - if I could give Old Mutual -10 starts I would