Paper work unaccounted for

Over two weeks ago i went into Old Mutual group Schemes to cancel a policy, after being told all was fine upon my visit and i could expect my surrender value in my account within 7-10 days, i am to find out that firstly my acc. was still debited for a premium, secondly my portfolio is still active and thirdly they have no record of my documents!<br> <br> This is absolutely unacceptable! I was given the run around on the phone yesterday and told i have to do the process all over again as i don't have a reference number so they can't try trace my documents. The branch apparently doesn't give out reference numbers as i was told and no i cannot remember what counter number i went to!<br> <br> Firstly, where are my personal private documents?? (bank statement, ID, Proof of address), Why were they not submitted/ filed by the lady who helped me and secondly now i have to do the whole process AGAIN on MY time and to top it off, wait another who knows how long to get the money into my account.<br> <br> Seriously not impressed with you Old Mutual.