Old Mutual - Lack of Customer Service

Lack of communication & assistance is Old Mutual's way it seems. My 1st email was send on the 4th of September 2021. 2nd follow up email was send on the 29th of September 2021. By the 9th of October I received an email, that my query was forwarded to the claims department. By the 16th of October I received an email from an Trainee Administrator, claiming that the policy in question was surrendered 5 years ago & that they do not keep record for longer than 5 years, therefore they can't help me. I requested feedback on the same day (16th of October) , as this is a lie & my grandmother still received mail of the policy & an amount is paid to her account every month, so how can the policy be surrendered 5 years ago. Until today, no one has given any feedback.