Appalling service from old Mutual

I am deeply saddened by the service old mutual has provided to my mother. She app**** for her retirement annuity two months ago (29 July 2025) and she still has not received her pay out. The whole process has been horrible as Old Mutual has not be timeously updating her of her claim. She went to Old mutual branches multiple times to enquire about her claim and everytime she was made to complete another set of forms, which is extremely frustrating. two weeks ago, seeing that payment was not coming through as undertaken by Old Mutual, she went to the branch once again to enquire about her payment. 15 days passed without her receiving payment and when she visited the branch, she was informed that the money was paid. to our surprise, the money was pain to a nedbank account holder, which is an incorrect account in terms of the claim forms. My mother authorised Old Mutual to make payment into her old mutual bank account and this was clearly not done. After alerting them to this, they took ownership of the mistake and advised that they would investigate, and which investigation was to take 5 business days. What is most disappointing is that over 10 business days have passed and Old Mutual has still not communicated anything to my mother. She is kept in the dark in relation to the investigation and her claim and this has affected her so much so that she has been admitted to hospital for depression. My mother has been a client of Old Mutual since 1999 and has been diligently paying her policy premiums. as a longstanding customer of old mutual;, she does not deserve to be treated like this. old Mutual has shown appalling customer service towards my mother and would really like some justice. This is truly unfair. As i write this message, my mother has still not received her payout and Old Mutual continues to not update on the progress of the investigation and payment, The *****ulent activity has occurred withing Old Mutual and i do not understand why my mother has to suffer for this.