The impossible task of trying to communicate successfully with Old Mutual

In June this year I requested my Financial advisor to request the payout of a paid up Retirement Anuity from Old Mutual and to reinvest another with a different investment house. Subsequent to the reinvestment the documents were sent to Old Mutual to request paying out the remaining retirement funds. After all docs were sent to O M the process of following up started seeing that the funds were urgently required. I was surprised by the feedback from my Financial Advisor that they were not getting any response back pertaining to this matter. I was told that following up on matters with O M were very difficult and time consuming and that being placed on hold for up to an hour was nothing new when dealing with O M. I could not quite believe it and thought I would try myself. Well I have over the past three days recharged my air time 3 times trying to get to speak to an actual human being at Old Mutual. I have resolved to trying (as they requested) to contact them by whatsapp and received ref numbers and promises of a call back but nothing yet. My next step will be to drive to the head office and demand to see someone who could arrange to pay me the funds I accumulated with O M over many years. I understand that business wants to move to digital communications with their customers but surely then your digital systems need to actually work and not lead to these levels of frustration.