Pathetic Service from Old Mutual

My policy number with Old Mutual is ***7. I sent my documents to Old Mutual on the 17th September 2019 to proceed with disinvestment on my policy. I contacted them on the 18th September to make sure all the documents received were in order. They confirmed that all my documentation was in order and they would send it through for processing immediately. They confirmed payment would be made in 3 working days.This morning, the 23th September i contacted the call centre to find out what the delay is on my payment. I was informed that i was required to send through my marriage certificate. I enquired as to why i was not informed of this outstanding requirement, as all my details, email and sms were on my file. Why was i required to first call in and only then be informed. So had i not called in to query the delay i would have waited forever to receive any feedback. This is really pathetic customer service on the part of Old Mutual. I am very dissappointed. I am in need of the funds as i have a family funeral and this is adding to my stress.