Bad Service, Assistance Needed

My mother passed away a year ago and I was left with a policy which I shouldn't have to pay taxes for as he already paid tax. SARS charged me tax. I called my broker and about a month later, no luck. I then called Old Mutual myself and they told me that a tax directive had not been created so they can't give me a tax certificate and he 'fears' this! He said he would escalate it which will take another 5 working days, in other words, a week before I know if they can assist me or not, otherwise, I must pay SARS R6 000. Please can a manager call me to assist? I have another exceptionally large policy at Old Mutual which I will move if this is not sorted out asap. The assistance that I have received so far is unacceptable.