Bad Customer Service

I have made a claim on old Mutual on the 22 June 2021 and i did the follow up on the 26 June and we were given this reference number CEB*** nothing happened. On the 26 July 2021 we went to Cresta branch and we were told that the manager will come back in two working days, even today they never came back to us. Old Mutual it is bad company that does not honor his promise i need the intervention from the top to resolve this matter.