Pathetic Service

Old Mutual's service when wanting to make changes to your policies is absolutely pathetic. both me and my ex husband have had our policies with Old Mutual for more than 8 years. We have never missed a payment. We decided that in this 8 years the life insurance has grown a lot and obviously we are paying more than we use to and we do not have any saving or pension funds. We requested that the life insurances be lowered so we can put some of that money towards a savings or pension fund. We were working with a lady called Tsebo Uyangaphi who is suppose to be a Personal Financial Adviser. After requesting these changes we have had no joy in making this happen. I was told they are reluctant to reduce the amounts as they wouldn't make enough commission. Really? How does that work? I then got quotes from Momentum who was very happy to help us. So I decided to cancel our Old Mutual policies at the end of December due to this bad service but the worst of all is I cannot even get the cancellation documents out of her. I have even e-mails service@oldmutual requesting the documents we needed to complete to cancel at the end of December but even they do not get back to me. Over the 8 years of paying these policies I have probably paid more than R100 000 to Old Mutual of which I will now be losing everything due to this move. Is R100 000+ that I paid and will now be losing not even enough to cover the cost of sending the cancellation documents? What is my next step here to get some service? Should I take this to the ombudsman?