Not processing our request for release of funds

Liberty life Vereeniging branch!!! I have never seen such incompetence in my life. I took my mom to that branch about 2 weeks ago or so, she wanted to release a certain amount of money from her investment. Firstly the service was poor but okay, we moved on. She was given forms to fill and was told she would receive her money in the next 7 days. That amount of time came and passed, no sign of the money. Until I told her to call the call center, which she did this morning and she was told that no such documents had been processed at all. This is not the first time this happens, in December the same thing happened where she was taken from pillar to post before finally getting her money after a month. Honestly, people need to be taken seriously. This is a financial institution and we invest our monies there, we need to be taken seriously!!!!!