Old Mutual don't know the meaning of the word customer service

On the 12th of Jan my husband phoned OM, after wainting for a hour plus a lady attended to his call, he wanting to cash out his paid up policym she emailed the documents, we submitted it the next day with the relevant information they required, as of today, nobody acknowledge the paperwork or email, except for a automated response. The lady said the funds would be paid out in 5 days, it is now 10 days, and we don't even know if they have received it, and to look on the app is useless, because nothing is listed there. I find this entire scenario pathetic.