Queries fall on deaf ears

I have been trying to get a hold of the Old Mutual Provident fund department for the past 3 weeks without any luck,each time I call I am transferred from one department to the next with no real help. When I tried to contact my financial advisor ,calls do not go through and emails are not responded to. Is this the kind of treatment one receives when choosing to take out investments with Old Mutual?it’s like I am dealing with a government entity.