Poor Service

We are assisting a client with withdrawing her Retirement Annuity from Old Mutual. Case was submitted on 14 May and only acknowledged on 17 May. Turn around time for this is 15 to 21 working days. Today is 24 days !. Every time I follow up I am being told that they are requesting a tax directive, I have read of so many people having this same story told to them. It has been escalated to team leaders 4 times and still no proper feedback. We have now advised our client to take this up with the Ombudsman because Old Mutual is not willing to pay the client her money. The service is absolutely pathetic, if you ask for a consultants name as a reference they hang up on you. Once you express to them how long this has been going on and that the feedback is surely not accurate they just put you on hold and transfer you back to the main menu ? Something needs to change at Old Mutual