Putrid customer service from Old Mutual

At the beginning of the Covid 19 lockdown my wife and I had taken the decision to make use of the covid relief on debits from numerous companies that we are contracted to, one of those being Old Mutual...... not only did it take us weeks and countless calls to get through to Old Mutual due to their pathetic phone lines that continuously drop the call but even when we did get through to them we had to make multiple calls back to ascertain what was going on as we were still being billed for our policies...... after much frustration due to going back and forth trying to make some headway we decided to just forget about it and leave things as they are so as to avoid any further issues later on. As of April this year my wifes Retirement Annuity had stopped being debited from her account, so you can guess what we did...... its been an entire month and we still have yet to even get an answer on a phone line from Old Mutual. Her app says that the RA is "paid up" which in their terms, means that the policy is now closed or canceled, which also means the money we've paid since the beginning of the policy has gone to waste as we cannot withdraw the money due to legal factors...... so where we stand now is between a rock and and hard place simple due to pathetic after sales service on part of Old Mutual who simply do not care about their clients.