Shocking customer service, is this Momentum_A|_s TCF?

Shocking customer service, is this Momentum's TCF??<br> My Mother who has been Momentum's loyal customer for years.<br> I took my Mother who is a pensioner to Momentum office park in Pretoria as she needed assistance with her refund(first enquiry) and cancellation of her life policies(second enquiry). We spoke to service specialist named Zama Dlangamandla on the 24/08/2015.I have been sending Zama emails and tried to phone her several times ,no response. I phoned the contact centre life policies on the 01/09/2015 spoke to Rudzani he was very helpful ,life policies were cancelled on that day and the surrender value was paid in the same day. When I spoke to Rudzani he informed me that Zama is at work. On the 14/09/2015 I received an email from Zama, she mentioned on the email that she is only responding to my email that I send to her on the 04/09/2015 because she was not at work. When we spoke to Zama on the 24/08/2015 she requested 3 months bank for the refund(second enquiry).I have send the 3 months bank statement before to Zama and re-send the bank statement to her again on the 17/09/2015.However I have not receive any feedback, can I please get a senior manager who can assist me with