Terrible customer service

Good day,

I sent an email to Liberty life on the 07th July 2020, regarding my mum's policy as she was at their office in Bellville the 03 July 2020, but the office was closed. We have still not received any feedback regarding the questions we asked about her policy. Instead we received an email from an financial advisor asking us how he can help us with the policy. I rep**** to the advisor and told him, in the original email I already explained everything, so I want answers and refuse to explain everything again and why can't a consultant call my mum.