terrible attitude

We surrendered a paid up policy and faxed all necessary documents promptly to old mutual, and just in case emailed it as well. We regularly phoned *** to make sure all is in order, nothing is outstanding and inquire about the progress. The staff had a different story every time. The first said that a tax directive was done on the 13th, the second said it will be done on the 19th and the 3rd said it was done on the 21st...<br> Besides the long messages one has to listen to and various options to go through before the phone actually rings, not once was my call actually answered within an acceptable time period. After holding on for 15 min, 30 min I gave up and tried again in an hour or so. <br> Today I was told payment was made yesterday but nothing is showing and can I please hold on, 30 minutes later I put the phone down. It will help a lot if someone can actually articulate exactly what is happening. It will be even better if the phone can be answered within 10 minutes. Old mutual does not have customer care. And that makes a huge impact.