Old mutual poor customer service

Join old mutual I had no idea their customer service was poor. I have a retirement fund which I can't afford currently because of covid n paycuts. I've sent application forms to old mutual to cancel the policy and get a payout. It was been a week of no response accept automated email. It was the same thing with requesting the forms as well. During this very difficult time the least you can do is do your job well. I'm starting to think this is being dragged and done on purpose.