Non existant customer service

Shocking customer service from your pension payment division. I have sent numerous emails to try and sort out my mom's annuity tax. It has been over a week now and I have had no response. I phoned twice this morning and hung on for 50minutes but could not get through. My mom opted out of the SARS fixed tax rate. An email was sent on 6/4 by her financial advisor to you. Her April payslip now shows that her annuity is being taxed this month. She has never been taxed on it that is why she opted out. I would like your error to be sorted out so that she can receive the full amount. She is a pensioner with very little income and the amount of tax that you have taken off is going to have a huge financial impact on her.