Poor Service

First Contact: 27 June at the Ga-rankuwa branch. I went into the branch to close my annuity account early. I was told that my application was logged and it would take 15 working days to process. I was given this ***. The next communication was an email from Old Mutual telling me that I had not signed an acknowledgement of a penalty fee for the early termination of my policy, on the 22nd of July. I was not told of this when I first went to the branch. I sent the acknowledgement of penalty via email to *** on the 25th of July. I received no communication from Old Mutual. I went back to the branch on the 30th of July and spoke to Phillipus. To my surprise and disappointment he found no records of my request on the Old Mutual system. He was advised by someone at their call center to write a letter acknowledging debt on my behalf. He did, I read and signed the letter. He emailed the letter while I waited,he said I would get an acknowledgement of receipt from Old Mutual, nothing of the sort happened. On the 6th of August I received a letter from Old Mutual saying I had missed payment on my policy. I went back to the branch and spoke to Phillipus, he advised that I start the process from scratch. This was totally unacceptable to me, the total disregard for my time spent going back and forth to the branch, the money I use doing so and the lack of care for me as a customer to Old Mutual is, to say the least, shocking.