Total Incompetence at Old Mutual

My annuity payments suddenly stopped end November 2023 after I have received payments from Old Mutual for 20 years. Since the beginning of December 2023, I have struggled to get hold of someone able to assist me. You either get cut off or stay on the line to be cut off after about 30 minutes. A recording constantly informs you that they have a technical problem and are unable to assist you... I eventually got hold of someone on 03 January 2024, only to be told that the payments have stopped because there is a Certificate of Existence outstanding. I asked when the forms and the request was send to me, only to hear that it was never sent. On 03 January I received the documents, only to find out that a Commissioner of Oaths needed to complete the form. The form was however completed and send back to Old Mutual. On 04 January received a reply from FEZIWE RENGQE which states as follows: "Kindly be advised your forms have been ascalated for processing". (Please note the spelling of the word "escalated".) Up to today, I have not heard from Old Mutual again. After numerous attempts today, I was able to speak to a lady who kept me on the line for a long time, and cut me off again. On my fourth attempt, I spoke to Stephany who went out of her way to assist me, but eventually stated that neither my policy number nor my ID number exist at Old Mutual. The only record she could trace was my e-mail correspondence on 03 an 04 January. She stated that she needed assistance with this inquiry and will send me a reply via e-mail. No reply or e-mail has been received so far. How is it possible to make payments to me for 20 years, stop the payment because of a Certificate of Existence that was initially not being sent to me, and now suddenly all me details disappeared from Old Mutual's system? I have not been paid for December 2023 or for January 2024. I receive absolutely no help or feedback whatsoever. I guess my best option will be to obtain legal advice in order to get assistance. Be sure that I will sue for interest lost on all payments due to me. Think twice before you invest with Old Mutual. They deleted my entire existence from their systems and then claim a Certificate of Existence from me. I would like to speak to a senior person at Old Mutual, but it seems impossible to do so. I guess we have to sort this matter out in court then...