Poor customer service

I’ve been sending my documents to surrender and withdraw money from my savings plan I took with Hollard Regent and I still haven’t been assisted. Every time I call them they tell me that They don’t see any documents so I must resend. I’ve been resending and receiving automated emails confirming they received my docs. No one has cared to call me or let me know how far they are. All they do is transfer you to one department to another. Can anyone please assist or let me know where your offices are so I can go there directly to get assistance because this telephone communication is not work and your staff is *********** and don’t care about customers. Had I known this is the kind of service you give I would have not taken this savings plan. I have explained how urgent the request is and no seem to care.