Payment schdule request

I have called Old mutual numerous times requesting my payment schedule. I have left called back messages and in 3 different cases I have received the call back however from the sales team who I have been advised they cant assist, 'They will however put me through to someone who can help. I then would hold and no one would assist or at least answer the transfer, I have been with Old mutual for years and didn't think requesting a piece of paper would be so much of a hassle. what is the point of having a contact centre if no can help?