POOR SERVICE AT OLD MUTUAL

I have a SARAF that is due 01/10/25. In August I received an email from Old Mutual wherein I was advised that funds can be withdrawn before October 2025. I had to update my surname as it has changed so I started the process. On the 08/08/25 I sent thought the required documents in order for my surname to be updated. I also started calling Old Mutual call centre to find out how to go about to do the withdrawal. After a few days of constantly trying to speak to a consultant I finally got through and was told to go to a branch to get the forms and send back to them. I went to Sandton City branch but the consultants did not know which forms to give me. The lady that assisted me made a call and gave me an email address of ***. I then sent an email to request the forms, the SLA is on the email 5 days. Then on the 16th August I went to the Alberton City branch and the consultant took my documents scanned it and told me that I will receive my funds in 15 to 21 working days. I asked her if that was all and she assured me that it was so. Two weeks ago I called Old Mutual and was told that they have not received any instructions from my side. I was then emailed the forms that I needed to complete and went through the whole process again. I called last week and was told that it is still sitting in the mailbox but the consultant Laeeka promised me that she will send it to the processing dept. I called again the following day just to be told that I did not tick something on the form which I then immediately rectified and sent through again. On the 15 Sept I received an email from a Desroy Schoeman stating that they did not receive my request. On the 22nd I received another email from the same person requesting my proof of surname as the record still shows my previous surname. I tried calling again but with no joy. This morning I called spoke to Laeeka again and she told me that she will check for me I was put on hold and after 15 minutes I dropped the call as it went dead on my side. I am truly frustrated and disappointed in the service that I receive from Old Mutual. There is no feedback from anyone, you cannot speak to a consultant as you are on the phone for sometimes 30 minutes without speaking to a consultant. The staff at the branches does not know how to assist you and instead of picking up the phone and asking for help they gave me incorrect information. I just need to know if my request was received and if everything is in order do not want to wait another 30 days just to find that my request for a withdrawal of my funds was not received.