Refuse to pay out my policy!

I have experienced the worst service from old mutual regarding a saving plan. When contacted me they were very quick to close the deal and take my banking details. Have not received any policy documents from them till now and now that I need to cancel my policy due to unfortunate reasons and get my pay out they cannot assist me. I was told it would take only a few days then I called again and again and was told it takes 11 hours or 5 hours. Very upset it's been over 2 weeks now and still no response from then. I have to follow up with them when they supposed to let me know what's going on. I suggest to you do not take a policy with them as they will give you the run around fir your own money! Very upset client.