Sending from pillar to post

my father, a 61 year old retrenched man with a back problem that does limit his walking arrived at the kempton park branch to sort out his session cash payout from Sanlam. he was told by enquiries to go to a department that in turn could not help him, he was then sent to the consultants and again was told they cannot help him he needs to go to customer service, at customer service we met Simphiwe and he advised that my father in deed did need to go to the consultants and went with my father to assist him. he sorted thepaperwork but did inform him that anybranch couldve helpedhim. he said that the process takes about 4-5 days to complete the internal priocess and we requested that the documents completed be sent to myselfand i can facilitate with sanlam. i find this back and forth unaccepable for my father and need this issue and docyuments to becomplete. thank you to Simphiwe for his assistance as it is highly apprecaited.