Old Mutual poor customer service

My wife has one of those "written for commission" policies dating back about 20 years, its now matured but its seemingly impossible to get any response from Old Mutual to process the payout. We called OM and after being on hold for what seemed like hours we spoke to a person who emailed the closure forms. After getting the required COA stamps etc we sent it all in to be told in an e-mail about 2 weeks later that you cant surrender the policy in its last month..really, don't they listen, who said surrender. Since then all emails to the agents are ignored and calling anyone is just a waste of time and airtime. The funniest thing is that after each mail sent we do get a request to rate their services...we cant do that because there was no service. All I can say is that Old Mutual, you guys really don't deserve any of my business. Once my wife is done with you hell will freeze over before we deal with you again.