Terrible Service Delivery Reigns Supreme

I have been a customer of Old Mutual's since 2011, as I have a retirement annuity with them. Under previous companies I worked for, they ran our provident funds as part of the Cost to Company but when I moved jobs in 2011 I took out an RA with Old Mutual and moved all my previous contributions across. Signing up was simple enough and I never had complaints as my contribution process, tax certificates etc. was always seamless enough. I have had yet another career change and this company automatically contributes out of your Cost to Company so I decided I could not afford two amounts to come off, so I would do a 'simple' section 14 transfer. I started the process on the 4th of July whereby I sent them the completed forms and copied in the new fun etc. They have never responded properly, all I ever got was automated emails or emails from their Customer Services as detailed as 'Send this to the Section14 mailbox'. I was sent an email regarding penalties or fees I would need to pay, which I queried, as the amount was high (6% of total contributions), and that took over a month to get resolved- all I wanted was a breakdown of how they derive the amount, which is fair enough as the customer. Once I eventually got my explanation, I happily signed off the forms confirming they can deduct the fee's etc. That was sent back again at the beginning of September (two whole months after I kicked off the process), and yet my transfer has clearly not been finalised as Old Mutual has continued to take my money every month since I requested this be stopped (Beginning July). Since then I have spoken to Customer Services reps who promised to resolve this, I have spoken to my old Customer Services Representative who promised that the complaints manager would call me last week and to this day, I am awaiting a phone call. I am outraged as every time I call, I am told to send yet another detailed mail or forced to re-explain my whole story only for Old Mutual to do nothing about this. To boot, I have been laughed at and hung up on.... For such a large and prestigious company, your processes leave your customers in the dark and your staff has a lot to learn. This applies to staff from the bottom up. Through four months of hassle, I have not received 1 apology or call from a senior staff member and I am now wondering if I have any legal rights as the monthly debit orders coming off feel like ****************...