Very Poor Complaints Handling Service and Unacceptable Response

After providing you with the documentation required for a payout for more than 20 years ago I received an email from a Complaints Handler who advised me that there is no payout for my 74 year old mother. She requested me to forward the document which was signed by a person from Alexander Forbes in 1997. The email states that she is due any payment as they cannot find any records, however I have emailed them the document. Is it because that Alexander Forbes need to pay my mother over R500K since 1997 or they don't have the funds. I want one of the Directors to make sure that my mother get what is due to her after 24 years. I will not again send the document as it is already on your system and she is expecting the payment before end of November 2021 You can contact me before 9am during the week on my mobile phone ***