The most horrific service ever received.

I have sent through a request to surrender two of my policies due to unforeseen circumstances but the service I received from Old Mutual has been horrific. The forms were denied by the call center agents advising that there was no forms submitted by the branch and I had to use my own money contacting the branch I had visited to request them to please send the forms. I was advised by Sthombe the consultant that to surrender these policies will take approximately 4-5 working days and the news were well accepted by me as I did advise it was due to unforeseen circumstances. I was only advised by the call center agent that it actually takes approximately up to 15 days. The money eventually was paid out on two different dates and the last payment came through. What shocks me the most is that the money deposited in my bank by OLD MUTUAL was then deducted by OLD MUTUAL for premiums of the policies I had surrendered. Im extremely disappointed with the service I received from OLD MUTUAL. To date I haven't received my refund and I have been advised that the refund will be done by the 17/06/2015 and also bare in mind the reason I surrendered these policies was due to unforeseen circumstances