Bad Customer Service

Im busy with a late estate account for my late father on behalf of my mom. I have submitted the documents with all evidence attached in February and received no correspondence from Old Mutual. I then submitted it again in May and still nothing. I then contacted someone I know who works at Old Mutual to help investigate to see what is happening. I then received an email on 14 July to say that the spouse needs to complete documents in order to get paid out. My mom completed the documents and submitted again. Ever since then, every week we get asked to submit the same information with no one explanation which is pathetic. If the information is incorrect say so, don't just send an email as if you are a robot. Today we got asked to register a deceased person at SARS after I told the client liaison person that SARS has indicated that the income tax number is inactive. At this point it is beyond frustrating having to deal with the consultant and the customer service is just pathetic to say the least. No one calls to clarify what is happening like there is just no interest in the case.