Unprofessional and bad service

During December 2020 I visited Old Mutual branch in King Williams Town to claim on my retirement annuity policy. I was told to use the old mutual Whatsapp to lodge the claim and I did. On 19 January 2021 I received a message from them saying that inorder to complete my claim I need to complete the retirement claim form and forward it together with a copy of my ID and bank statement. The message was referenced (CEA***). I went to the branch to complete the form and it was sent to Old Mutual head office together with my ID and bank statement. On that same day I received a text from them thanking me for visiting the branch and said if there were any outstanding documents they will contact me and gave me ref no (CEB***). ON 19 February 2021 I called Old Mutual to check the progress of my claim and they told me that they did not receive the claim form, they only received the ID and bank statement. I was surprised to hear that because no one contacted me about the outstanding documents like they promised on the message. I went to the branch and submitted the outstanding claim form and it was forwarded to the head office in my presence. Again I received a message acknowledging my visit to the branch with ref no (CEB***). On 26 February 2021 I received a message from Old Mutual asking me to again complete my claim and send it with a copy of my ID. This is ridiculous at this point. Everytime I send these documents they acknowledge receiving them and then later ask me to submit the very same documents. I don't know if they are playing games or just simply *********** but whatever it is it's really ****ing me off. The second part of my complaint is that during January this year I received a call from Old Mutual head office informing me bout three of policies which were in arrears as the June 2020 installment was not deducted. I agreed to them deducting twice at the end of January to cover the June payments, of which they did. To my surprise they double deducted four policies instead of three. I got a bank statement to check if the policies really did not deduct at the end of June and discovered that all policies were deducted. I called them and they told me they will refund me the money they deducted wrongfully in January. But till today I haven't received any money from Old Mutual. I want these people to pay out my claim, and refund me urgently, or I will report them to the ombudsman and take them to court if I have to. We pay these policies so that we can get the money when we need it. They must stop giving me the runaround as if I owe or I'm borrowing money from them. This is MY MONEY!!!