shocking service by Old mutual

I have been on the call centre for 15 minutes to query an ongoing payment from my flexipension - I have submitted the documents on 2 October as requested - I continue to receive sms to resend the documents and despite doing this no progress is made - today I called the call centre - after waiting for 15 min the call was cut. I called again and after 10 minutes,I failed the authentication test because I did not know when I opened the flexipension and how much I pay for a policy which was surrounded on 3 July according to Old Mutual - I asked to be referred to the manager of the consultant - it is now25 minutes since I have been waiting for this matter to be managed - how long is the time required for service from old Mutual? the consultant told me to email old mutual - the very reason why I am called because no one bothers to respond to my email