TERRIBLE TERRIBLE SERVICE OLD MUTUAL

I sent through a request to alter my premiums to Old Mutual on the 31/01/2020. 21 days later, and I have NO CONTACT,NO FEEDBACK,NO SIGN that someone from Old Mutual is working on my request. I had to call the call center 2 days ago to follow-up. The lady told me the request is being processed . Surely the SLA on requests from clients is not 21 days or ONE MONTH !!!!!! ( AS I do not expect that they will bother to attend to my request or call me anytime soon). This type of service is unacceptable. Old Mutual should note to its clients that all enquiries/requests/queries should be sent through a month or so in advance as they clearly have no SLA to adhere to!!!!!!!!!!!!!!!!!!! This is not how service delivery to your clients wor****!!!!!!