Unacceptable and continuous bad service

My tax certificate has not been provided by Old Mutual by the end of June. After contacting their customer service centre, I got a response that I do not qualify for a tax certificate because I don't pay monthly premiums. This is not true and when I pointed this out to the assistant she went dead quite. Then I sent a complain e-mail telling the story, I got a response that I can't get my certificate, because my passport is not verified. Nothing has changed in the system or with my passport since last year (when I got my tax certificate without any problem). Sending the copy of my passport 30 mins later and asking why can't Old Mutual ask for this information in advanced... Guess what, the consultant went dead quite. I am being audited and SARS is asking for the certificate, but Old Mutual is just not willing to help... I qualify quite bit of return which I can't get because of Old Mutual. I assume they will refund me the interest that goes on to the SARS account and not mine?! The ******* people and provide this kind of service????