Old Mutual horror claim

On the 3rd of October,I wrote an email to Old regarding two policies that I had with the company.Initially the enquiry was about reinstating my policies,I was then told the date for reinstating the said policies has passed and that I should send my documentation to them,in order to begin the process of surrendering the policies.

The actual documents were sent back on the 8th October,that’s when my ordeal begin.On numerous occasions,I enquired as to when should I expect payment from them to no avail.

I’ve tried calling, besides holding for more than 30 minutes the whole ordeal has been beyond stressful and frustrating.On certain occasions,I was told I failed security questions,even after I had explained to them I took the policy almost 10 years ago I can’t be certain what number I used then.The one consultant said I gave them a wrong email address which I found funny because at no point have I ever changed my email address.I asked her how was the email address wrong if they keep sending email to the said wrong email.🤷🏽♀️I tried explaining to their self service consultants,which by the way I was told were the right people to help me with changing my personal information.

I tried reaching out on X(formally known as Twitter),they asked for my references and then went ahead to leave me on read.

I’ve had to resubmit my paperwork with them on email again,( November 12)just out of courtesy but at this point I’m beyond livid.I want my money back!!!