Old Mutual Customer Service- lack of "customer service"

a Section 14 Transfer from a matured Old Mutual RA.

06/06- Submitted docs to Old Mutual. Await feedback.

08/06- O/M instructed that email be resent to the section 14 department- I resent as instructed.

12/06- Processing time 10-14 working days. Called O/M spoke to Nambitha and she confirmed that it is currently pending for the administrator to authorize for the form H to be drafted. She advised that I should diarize to follow up by next week Thursday should I not have received anything by then.

19/06- Sent a follow-up email regarding the form H. Will call OM by Thursday the 21/06/2018 if I have not received it by then as advised by Nombitha on the 12/06/2018.

22/06- As per Sithle at Old Mutual it takes 15 working days to draft the form H, of which this started the 08/06/2018. It should be sent no later than the 29/06/2018. I will follow-up accordingly.

04/07- As per Nicolette form H has been drafted and await for it to be signed by the authorized person. I was advised to follow-up on Friday as they cannot give me a specific date as to when the “authorized person” will sign it. I requested to speak to manager or supervisor. Spoke to Sindisiwe Funda (team leader) at 15h33. Sindisiwe acknowledge that this is beyond the 10-14 working day SLA (18days today) and she will be escalating it with the sec14 department and providing feedback by means of phone call by the close of business tomorrow. I await her call.

06/07- Received Form H from OM.

17/07- I sent letter of intent to Sec14 department at OM requesting for proof of payment and tax directive. Awaiting OM reply.

24/07- Old Mutual sent tax directive .

25/07-I called Old Mutual spoke to Koreen Moos whom couldn’t assist or provide me with information besides that the payment was authorized from Old Mutual side yesterday. She cannot confirm when the From J will be sent. I once again asked to speak to a team leader or manager after an almost heated debate as the consultans doesn't seem to be of much help and I seem to question their purpose?? none the less, she (Koreen) tells me to hang on she will go call someone then rather transfers me back to beginning of the call where I have to select from voice prompts etc. I then once again follow the voice prompts and come to speak a gentlemen by the name of Kelsey Lawrence, whom goes to call a manager but when he returns to the my call he advises that the manager says she is too busy now to take my call and that he is to take my contact details then she will get back to me before 10h00 today. The manager`s name as per Kelsey is Carla Jenniker. Its almost 11h00 and I still await the call from Carla.