Bad Service Receive from Old Mutual

My Mother passed away in September 2001 and had policy taken for me at Old Mutual which matured in April 2018. On the 5th of October I went to Old Mutual in Southgate to make a claim and had all the required documents (Letter of Authority, death certificate, ect) , I was told that I need to go an open an Estate Late Bank Account (which I did)and a death claim application was completed on the system and all the documents required scanned, I then received an sms with the reference number. On the 8th of October 2018 I made a call to customer service to follow up on the claim and was advised that the Letter of Authority was not received and my death claim was paid already. I then called the Southgate Branch to find out what is going on and was told I would need to come back to the branch. I drove there only to find out that a wrong application was completed (death claim) instead of an investment claim, another application was completed for me. The following week on the 16th of October 2018, I called the Consultant who helped me to follow up on the claim, he told that I had to complete the Cession Form for the policy to be in my name and then make the claim and also send my bank statement as the Estate Late bank account will no longer be required. He sent me the forms, I completed them and sent my bank statement on the 17th October 2018. On the 23rd of October 2018 I called him AGAIN to follow up he said he will call me back as he was busy with a client. He never called me back so I decided to call customer service only to find out that he had not submitted my Cession forms as yet. The agent who was so willing to help me said I should send my documents again and once I get the reference number call him back and he will try to assist me. I did as requested but unfortunately could not get hold of him and was assisted by the other agent who told me that I sent the documents to the wrong department, I was supposed to call Maturity Claims department! He put me through to that department where I was told that I need to submit the Cession Forms and all the documents mentioned above and it will take 5 to 7 working days for the change of ownership to be made and another 1 to 10 working days for me to get the money. It’s been ALMOST MONTH been take from pillar to post for me to get my late mothers money. My needs as a customer were not put first always had to make a call to follow up, this process has been so stressful and frustrating. It is so sad as I myself have existing products myself with old mutual and I will never take products with old mutual again!!!! I am so disappointed!!!!!!!!!!!!!It is also clear that your staff don't know what Market Conduct is, how to treat customers. Disappointed with staff at the Southgate Branch!