Bad Service - Old Mutual -That Company is a ****

My aunt went to Aliwal North Branch on the 28th of October to release her Retirement annuity and the branch did not process her claim, she went again 3 weeks later and they told her it must have been a delay at the Head Office, and on Monday the 02nd of December 2019 she decided to call ***(Head Office) and they told her her claim hasn't been received, they said they will send her the forms to complete and she did though it took 2 days for her to get those documents, she had to call again and her email address was captured incorrectly after calling twice as well to confirm if it was correct.

So i called on her behalf today wanting to confirm if the completed form and supporting documentation has been received, to my surprise nothing has been received after 24 hours, bear in mind she is a pensioner and has no income, so where does she get the money to make all this calls and keep on sending documentations.