Poor feedback from Old Mutual and really difficult to get hold of them telephonically

I have requested a vacation period on my annuities on the 19th of January 2026. Have forwarded all the documentation and received a email on friday it will take 5 - 9 business days to reflect. The debit orders has already gone off. When phoning Old mutual it takes almost an hour or even more for them to pick up. This is unacceptable and I cannot believe that they treat clients that have been with them for 30 years the way they are currently doing. It takes for ever to try and get someone to assist.