Bad service

Hi my name is Samantha January, i am a client at old mutual since 2016, i am so so disappointed in the service they are rendering at first i referred people to old mutual because o thought they are good until the bug stopped with me and i must get payout,. I emailed, used the inboxed service for helped because we had to borrow money in order to do the funeral, Yesterday 18th of August 2021 they send me respond they will escalate the payment, Today 19th August 2021 they emailed me to say my request have been send for final assesment, this is very very bad service.