Worst call centre service in the industry

I sent a consent letter to Old Mutual to retrieve a clients policy, but there is no feedback at all. Furthermore I have been on the phone trying to get through to someone that can assist me for more than 2 hours and still no one can assist me ! I keep get put through from department to department, and when the call finally goes through there is no answer on the other side or the person assisting system “doesn’t work” and I have to get put through again. This happened 4 times and still no progress. Old Mutual should put all their focus towards the call centre, because it is the biggest waste of time trying to get assistance from someone. I have also been struggling with a section 14 with them since October 2024. Its almost as if they do not want to lose their business and doing everything to make it as miserable as possible for people trying to assist the clients.