poor service

Really pathetic service...I went to the old mutual branch last week the 29th October the one in town. The consultant i spoke to said that i would get my money the Friday(i have a policy with them) i told him that when he goes into my profile that he will see my surname has changed but i have both ID's.n At the time he told me it's fine he doesnt need it and that he has everything he needs.

On the wednesday i got a sms saying in order to complete my request i need o submit my marriage certificate which i did but i was only able to send it the Friday morning at about 8 to the email address that was provided in the sms.

Friday afternoon I called the consultant which helped me at the branch and he advised that i would probaly get my money the Saturday. I didnt recieve any money so Monday morning the 5th i called again and the consulatant even provided me with a email address for him and i sent the certificate and called him afterwards to confirm that he has recieved the Certificate and he did. He then told me that he will let me know what happens. This morning i had to call AGAIN to ask only then he said he will follow up and let me know again....

I just feel that this is pathetic because i have to phone after them and i still dont know when i will recieve a proper answer to when i will get my money.

The refrence number i got was CEB ********** 572.

Please sort this out.