Terrible Customer Service turn around times

Tried to change bank details for debit order. Completed and forwarded form plus proof of account in August 2024. Old Mutual requests the completed 4 times after the form was already sent. Then not all policies DO went off so policies were in arrears. Emailed and called for correction twice a week in September and October requesting premium collections. Now policies have lapsed and we have to have medical report etc to revive policy. This is gross negligence on Old Mutual’s part and should be rectified without completing any documentation. Old Mutual was to change the bank details on the profile applicable on all the policies listed under profile. Submitted complaint twice hoping for escalation on problem. Heaven help us if we need to claim on the life policies!!!