Bad service

My mom is a client at of mutual and she took out my policy on my aunt who unfortunately passed away. My mom (Anthea) submitted a deathnclaim at the bellvile branch on the 13th Oct and submitted all the necessary required documents and was assured that all was in order and she would receive a notification sms once payment was finalised. On the 19/10/15 she went to the promeade branch in mitchells as she still hadnt recieved anything she was tell told that the staff at bellville failed to submit her forms and it would be redone. It is the 22/10/15 and still no one contacted her. She went back and not one person could give her an explanation of what went wrong. This is so upsetting and and we are applaud by the lack of service we received from the bellvile branch. Payments went off for 8 months after my aunt passed on and this is the type of service we receive. I would like someone to contact Anthea as soon as possible as this is unaacceptable ane very poor sercive rendered.