Repulsive customer service and professionalism

I had a bad experience with Old Mutual because I am closing my retirement annuity and I specifically called them to ask them what the process is and I was sent the forms and the additional documentation that I have to include and that I just had to email that and everything will be fine.It wasn't that easy because my email was only actioned days later and then they send me a sms stating that they can't process my application and I thought what is going here.Then today I phoned and I was told that I needed to submit a hand written request to cancel the debit order because that wasn't included in the forms that I already filled in and sumitted.They don't know their processes and they didn't give me the complete requirements. I find this totally unacceptable and unprofessional behaviour for a well known institution.This not the first bad experience I had of them and I really don't trust them with my money at all