Rude Customer Service Consultants

I've never received such bad customer service before. I called Old Mutual in December 2023, followed the consultants instructions and when I returned from holiday in January my issue hasn't been resolved. Called them again on the 18th of January 2024. Spoke to Neola, who advised me to send them a motivation letter with the information she provided me with. Today, 5 February 2024, I call OM again to find out what's happening and the consultant, Palesa, has the worst attitude ever. Even worse than the girl who assisted me in December. Palesa does not want to give me her surname. She doesn't want to give me her senior/manager's name & contact details either. I've waited for over 20 minutes to get through to a consultant only to spend another 10-15 minutes explaining to her again and requesting to speak to a senior as she clearly has no clue of what she was doing, even after she said she already read my motivation letter. I've been a policy holder with Old Mutual for quite some time now and to receive such service from one of SA's biggest Insurance companies is embarrassing and should not be accepted by anyone at all. The consultant on the other side represents Old Mutual and is the first point of contact. If this is how they treat their customers then surely Old Mutual's going to lose business very quickly.