Bad Customer Service

I am not sure what is happening at OLD MUTUAL, disappointed with the service my mom received yesterday at their Maponya branch, all my mom wanted was a document that confirms that she gets a monthly income from her retirement fund but instead we were told that her financial advisor is no longer employed there and they did not even bother to find her a replacement. But now why is that my mother's problem I asked, so the lady at reception called head office to request for this document, to my shock head office 1st started by saying they cannot pick up my mother's details , we had to wait till somehow whoever they spoke to at head office claimed that they can now see that she is their customer but cannot access her profile meaning that they are unable to email us that document....now what on earth is happening at OLD MUTUAL...why are you giving your customers such horrible treatment, the staff there is not customer service driven, its as if they were doing my mother a favour by talking to her.

Please get back to my mother urgently and explain to her what is happening with her profile and email her the document she went looking for yesterday at Maponya branch.

Cynthia Mothobi - *** - Contract ***3