OLD MUTUAL - No response to email

I called the OM call center on 18 November and after approx 20min, I was eventually connected to a consultant. I requested a transfer quote, only to be told that I must send an email requesting this as the request can't be accepted telephonically. Even though calls are recorded and I could be verified... strange that the request couldn't be actioned on my behalf. None-the-less I sent the email immediately (18-Nov) with my name, policy no & dob as instructed. I received the automated response with reference no. I followed up using said reference no on 25-Nov as I was yet to get an actual response to my request. Well, today is 2-Dec, exactly 2 weeks later and yes, you guessed it, still no response to my email sent 18-Nov. Still no response.