Unable to close old mutual account, customer service is useless

I have been having a horrible experience with Old mutual I have an investment account that is not working for me and I am losing money for over 5 years! I was informed that if I took out my money before 5 years I would lose half of it so as the 6th year approached I requested close the investment and I have no received a reply! I am at a point where I don’t have a financial adviser. I have e mailed customer care on numerous occasions and I keep receiving an automated response! But no assistance! All I want to do is close my account and stop the debit order! This has been the worst service.