Very very bad service

On behalf of my cousin, Old Mutual does not care about their clients all they care about is deducting money from their banks. My cousin had a Retirement Annuity policy with them and he lost his job and had to cancel the policy. He has been phoning them and they have been sending him from pillar to post which is not fair, after paying all the time. They have even sent him a claim form that is not opening, again they asked him to send a letter with bank statement and he did that, and he never heard from them again since June 2019, what do you call such kind of service. Look for those documents and process my claim please, I don't have email anymore.