Old Mutual does not understand customer service

We have been trying to sort out our FICA requirements (it used to be in order for years, but then suddenly NOT when Link Investor Services took over the investors department) since October 2014, with no success and difficulty following up, even after confirming their receipt of documents sent by registered post - the main response from Old Mutual is the computer generated messages sent out in response to an email. The 5 - 7 working day response time is a myth.