Momentum clearly don't know what is going on

I send a message yesterday om the Momentum page: Good morning, It has been a year and a half that Momentum is bury with my mother's estate. Caroline Mahanyele is our contact person, but we are not getting any feedback from her, my sister tried calling her and left messages but she NEVER respond to any. This is very unprofessional. However, Momentum is very quick to tell you how much money they will take, but when it comes to customer service they don't care and take their time. The ONLY person that is helping us at this moment is Charmaine Joubert, she is the only one that is giving us feedback, sending emails and phoning us, so THANK YOU Charmaine! Please make a plan so that we can finalise my mothers estate. Kindly respond no later than tomorrow. Their reply: Good day Thank you for your email. Kindly be advised that the claim under this retirement annuity has been finalized. Good day Thank you for your email. Kindly note that the death claim on the above mentioned policy was finalized in February 2022. NO ONE asked anything about the retirement annuity!!! But they keep on replying about that. Now I understand why there are so many complaints about Momentum. This is ridiculous and unacceptable.