Old Natural ignoring the old and helpless

Old Mutual has fail to assist my grandmother in regards to her non- claim bonus that she is entitled to. She has visited the branch in quagga centre to try and so clearity but all she got was that someone will be sent to assist her but to no avail. Now is this how Old Mutual treats the elderly, is because they don't know where to go!!! I am so disappointed ☹️☹️☹️☹️