Old Mutual's Failure to Amend Life Policy for Home loan

I got an Old Mutual life policy in order to comply for my Home loan Application in early August this year. I requested the policy to be amended at the beginning of September in order to include the conditions for my bond approval and rectify the capturing errors made my Davids Thaabit with regards to my employment, I directed these changes to my new adviser, Mpho Sadike. He asked me to fill in the Occupation Questionnaire, which was done timorously.

To my horror, by the end of September nothing had been done even after countless reminders, calls and emails for these amendments to be done. Friday the 29th of September 2017 I called their contact centre only to have my time wasted yet again. I spoke to Carla who escalate my complaint to her supervisor Marco. Marco told me he'd investigate and call me back with feedback within 10 minutes on my URGENT request for my amended life policy documents. An hour later when I called back, I was told that he had left for home after talking to me. I then asked to speck to his manager and I was informed that November would take my call, he too failed to respond. I then asked the call centre lady to get me November's manager and finally Sandiswe Funda from underwriting took my call, an hour later of me holding on the line.

I fumed and told her that I'd been waiting for weeks for these documents to be amended and that I needed them on the 21st of September already so I could hand in all my bond documents in order for the attorney's to upload them with the bank. Sandiswe in turn offered to personally deal with my case and provide me with feedback because she understood my frustration and the urgency of my case. I instructed her to inform of the progress every hour on the hour which wasn't done. On Monday the 2nd of October 2017, the policy was amended incorrectly. I received the useless documents on Tuesday, then I called Sandiswe only to be told that she needs the correct amendments to be communicated to her by my adviser, since Old Mutual's underwriting department doesn't deal directly with clients. I then informed Mpho Sadike and provided him with Sandiswe's response and contact details. Mpho then failed to talk to Sandiswe so she could amend the policy and hopefully send the documents to me by Wednesday. Instead Mpho has been negligible with my case as well. He's claimed to have escalated the matter, which is beyond urgent now, with the underwriting department.

I have been failed on all accounts by Old Mutual for something they can do in a day. Till today, I'm still waiting for these documents and I have already missed my deadline with the transferring attorneys.

PLEASE HELP! I am exhausted from following up with this useless institution and its people who have given me nothing but lies and extremely bad service. This is for my Home loan for Pete's sake!!!!