Poor Service

I'm situated in the call Centre environment as well and deal with client queries and complaints on a daily basis. I've contacted Old Mutual on Monday to query the maturity and part value on the education plan that I took out in 2011 however ended up holding to long in queue and eventually dropped the line and opted for the my portfolio online secure service. One of the mandatory fields was to enter your policy number of which I did not have access to as I did not have my policy documentation with me. I forwarded a request to that same day at 09h36 with request on my policy number however only received this information on the 06/01/2016 at 08h27. I called again yesterday as the online service response time pertaining to self service requests response time is to long, so I called the group scheme contact center and the phone diverted to Tasha who apparently only took messages and were not able to assist me. She did however take down my details in order for a consultant to make contact with me, but up till now I have not received any phone call. Do we all understand the concept of customer service, empathy, service excellence. Clearly not.