Poor call centre service

I'm disappointed with Old mutual. I sent them an email on the 12th, I got the automated response that they will respond within 24 hours which they never did. I tried calling them ( am expecting a huge bill) as I held on the phone for almost an hour noone picked up. On the 13th I called again and held on and on and on when I was about to give up, someone answered. She sent me the necessary forms, I filled them and sent them back on the the 14th at 09:39. I received an automated response with ref GSENQ ********** . I never recieved any feedback, I called again and held for an available consultant for 20 minutes.

I need their assistance urgently but they are frustrating me and making my telephone bill rise.