Paid-up Quote requested - wrong info

We requested a paid-up quote for a POSSIBLE section 14 Transfer from Old Mutual. The call was done at 12:14, 06/04/2016. Unfortunately it seems like the call centre don't know what they are doing. Nombulelo said that a paid-up quote can only be given once a transfer is in progress. How can a client make a decision on a possible penalty of the decision must be made first?<br> <br> We want the proper information with regards to this query for each of the policyholders policies.