Old Mutual Only Interested in Service Fees and Not Service

A number of years ago I completed all the paperwork for Old Mutual to increase my RA by 10% annually. I discovered some years later that they never did this and they still can't explain the reason to me. Now I would like to move all my investments with Old Mutual and they are making it virtually impossible by simply ignoring emails and requests for what I should do next in order to close everything I have with them.