Poor service and response time at Old Mutual

It is almost 3 weeks now since I made the request to cancel some funeral policies with Old Mutual, and they’re giving me the run around. I am always told to submit documents, which I do same time; but cancellation is still not finalised. I made the request to cancel well before they could debit my account, but due to these delays they’re creating, my account was debited; which I cannot afford and will need to be refunded considering they couldn’t finalise my request within 5 days as they promised. I call the customer service number every day to check progress but I hold the line for an operator until my airtime is finished. One operator I eventually got told me they experience problems with this email address they told me to send documents to. She gave me another one, but still nothing is happening. It seems having the operators working from home is proving to be very inefficient or Old Mutual is just having delay tactics when one wants to cancel policies and request refunds- but if I were applying for a policy things would be finalised within hours. I am very disappointed at the very poor service, which is putting a dent in my pocket.