Bad service from Madga from your callcenter line.

I called in today to get my mother some assistance. I spoke to a lady called Magda who refused to share her full details. I explained to her I am currently in JHB, my mother who is 65 years old is in Free State Heilbron and I need her to be assisted. She is not in a position to travel to Vereeniging or any nearest old mutual hence I called in and was going to transfer the call to her. She cannot read nor write and will not be able to dial old mutual to get her query resolved. I suggested to Magda that I give out my mother's ID or policy number, explain the story then transfer the call to her so she can be authenticated and Madga refused. I told her my mother cannot read and will not be able to fully explain her issue and request from old mutual and Madga kept speaking over me. How do you refuse to help out an old lady who is not in a position to speak english nor explain her request properly? She said she will transfer me to switchboard to request an advisor that can travel to my mother and gues what?She dropped the call on me. This is bad service. I am also a customer of old mutual and I am shocked at the level of bad service people get from your consultants. Magda does not have listening skills. She is such a bad service consultant who sit on calls to drop calls. I told her not to transfer me to a wrong number and she intentionally transferred my call to the survery instead. I would honestly not recommend old mutual to anyone. As a matter of fact, I am currently shopping for similar products I have with them so I can move my products to an organisation that is takes customer centricity serious , values and listen to what customers are requesting.