Poor service from Old Mutual

I am the legal owner of a policy at Old Mutual. This policy was due to pay out on the 1st of November 2021. Old Mutual confirmed already on 17 September that all documentation were received and correct. A tax directive was completed, and then I had to send proof of my identity again.. When I call, I can only speak to a consultant, because the other people "don't take calls". The consultants do their best to assist me, confirming that all documentation are in correct and the payment should be released. They will "escalate the matter and give me feedback to me within 24 to 48 hours". This just doesn't happen. I am really disappointed in Old Mutual.