Bad Service at OLD MUTUAL

I called old mutual Cascades in PMB yesterday morning, I requested to see a consultant and she told me there is no consultant in the office. I asked her to connect me with any consultant then but I prefer a person who works at Cascades branch because for a couple of times when visiting the Branch in Long market by Avbob offices their service is very bad. She gave me a number of a person who works at the branch in town by avbob having told her to be referred there. She conneceted me with Mr Thula Mbanjwa and I told him that I need to take up a funeral cover can he tell me more about the prouducts. From the line I realised he does not understand clearly my need then I requested an appointment with him in an hour I was in his office because he asked me to come right away. I waited for 30 minutes for me and told me that he can't help me at that time he can only take my details down and do the quotations for m later or I can wait for some else to help me. She showed me a lady who can help me who was also busy and she said she will sms me. I told him I'm so disappointed why did he make me drive to town if he is busy? I then phoned the Cascades branch again and told the lady what happened, she told me that Mr Thula Mbanjwa worked in Cascades that why she gave me his number but when I did my research Mr Thula Mbanjwa is based on Town not cascades. After she realized that I might report the mater she then changed and said ohhh there is a consultant here. I then drove to Cascades and the gentlemen Mr Quintin Naidoo was very welcoming and helped me with the quotation (he took his time and even said he will wait until I come in because it was almost 3pm, he was patient with all the questions I was asking and did everything right). My question is that why the receptionist at Cascades **** and said there was no one in the office who is an advisor or consultant? Why she referred me to where I said I do not want to be referred? Why was I treated so bad at Old Mutual? Why Mr Thula Mbanjwa made me drive from how to town for nothing? I came there with an appointment, I did not walk in?