Unsatisfied with service

2017 Alexandra Forbes phoned my mom informing her that my dad has unclaimed money from the company he worked for early in the 70s, my dad provided them with everything they needed in 2017, unfortunately my dad passed away in 2018 without receiving his money and not even knowing how much it was. After my dad's passing mom continued with Alexandra Forbes. Since from 2018 we are now in 2023 she hasn't received any help from them. she would go to Durban branches sit there for hours, only to be told that things have been sent and she will receive feedback after 3 to 4 working days. she would wait for those days but get no feedback from them.I intervened; I phoned them they were very promising but every time when you call you would get a different person. I requested manager's details I was told that they can only give message to Jack which is their manager. They promised to call my mom, but they did not. My mother is so frustrated so am I. How difficult can it be to just give a form and advice a person on the steps they should take? 😢😢