Old mutual has the worst service ever

I am sick and tired of the service that i am getting from old mutual, I have a educational plan with them. I called on 20th September to cancel the plan as i am not happy with it. Was told to go to their branch, got there they said system was offline. Almost the whole week. Then i reverted to sending the email on the 27th September woth thr documents, didnt receive any feedback and their automated system said their turn around time flr response is 24hours i waited the whole week nothing. On the 4th October called their call centre was told they can see my documents but banking details are outstanding sent the banking details while on the line with them and was advised they have escalated my query. Called again on the 5th October waited on the line for 30 minutes and an agent assisted while at it line got cut off when she told me that she is escalating it. No call back or anything today the 6th of October called them a lady called kayla told me she cant open the pdf documents that I sent but the other two ladies could open them and told me she is escalating yhe issue again for the 3rd time and told me the turn around time is 4 hours. How much time should I wait before they can attend to my query.